Screen freeze, loss of sound, tv switches off

[Gch2]

For almost a month haven't been able to use the Sky Glass tv without an issue. It either freezes, gets stuck glitching, switches off randomly (not alway la coming back on easily) or loss of sound. Its not intermittent. Every time it's used now. But not always the same thing happening. Sometimes self corrects but mainly requires a full restart. 

[amy249white]

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@Gch2hpinstantink wrote:

For almost a month haven't been able to use the Sky Glass tv without an issue. It either freezes, gets stuck glitching, switches off randomly (not alway la coming back on easily) or loss of sound. Its not intermittent. Every time it's used now. But not always the same thing happening. Sometimes self corrects but mainly requires a full restart. 

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Hello,
I've been experiencing persistent issues with my Sky Glass TV for almost a month. It frequently freezes, glitches, randomly switches off, or loses sound. This happens every time I use it, often requiring a full restart to resolve. Any advice on how to fix this?

Best regards,
amy249white

[MarkGoldsmith]

That's all the signs of an unstable network connection. The sky streaming platform requires a fast and stable internet connection.

What broadband speed do you get to your property?

Is the Sky device connected to the internet via WiFi or Ethernet cable?

Who is your ISP?

[Gch2]

I've already had BT onto that as it was my first thought but they say it is sufficient and working well. It's a Wi-Fi connection, not far from the main hub. I'll try adding another booster. 

[Exiled-in-HH]

What is the connection speed between Glass TV and router?

[Gch2]

I've just done a speed test on BT app and it's says 69 MB download  and 18 upload 

I don't know what that means....

[Gch2]

@Exiled-in-HH 

I've just done a speed test on BT app and it's says 69 MB download  and 18 upload 

I don't know what that means....

[MarkGoldsmith]

So based on that I'd suggest disabling the WiFi on the Sky device and connecting it up via an Ethernet cable instead.

If that improves things then you know the root cause is the strength and stability of the WiFi signal.

[Exiled-in-HH]

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@Gch2 wrote:

@Exiled-in-HH 

I've just done a speed test on BT app and it's says 69 MB download  and 18 upload 

I don't know what that means....

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That is one way to measure the general speed but not the connection speed between the Glass TV and the internet.... that can be done on the Netflix app or YouTube app ... Netflix app > Get Help > Check your network😉

Sky really should have their own check capability on Glass TVs and Pucks🤔

[Gch2]

@amy249white this is exactly what mine is doing! 

[Exiled-in-HH]

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@Gch2 wrote:

@Exiled-in-HH 

I've just done a speed test on BT app and it's says 69 MB download  and 18 upload 

I don't know what that means....

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That doesn't supply the connection speed between the router and Sky device🤔

You can obtain the correct information using the Netflix app or YouTube app on the Sky device😉