Problems with sky glass live TV

[AlisonB2]

Hi our sky glass has been working fine until recently when the picture keeps stopping and freezing and the sound goes off

[mikealanr]

Hi @AlisonB2 

Has something changed such as your WiFi channel? Who is your ISP and broadband speed? Sky glass needs 25Mbps for HD and 30Mbps for UHD. You can run a speed test in netflix by opening the menu > scroll down to get help? > Select connection check.

Have you tried a reboot in the first instance? You can do this by going to settings > system management> resets & updates > reboot.

MikeAlanR

[AlisonB2]

It has been working fine up until now and we have not changed the broadband - that's with sky but I believe open reach are provider - tried switching off and on and rebooting the broadband - seems to only be an issue on live TV

[Mark39]

@AlisonB2 did you try the speed test as @mikealanr suggested? The wifi channel your router is using can change automatically and you wouldn't necessarily know until one or more devices start to have problems.