Sky Glass Reception Deterioration

[roadrabbit]

Over the past 2 months my Sky Glass reception has deteriorated to the point I cannot watch. There has been a steady worsening of the reception with frequent pausing of either/both picture and sound up to 5 times per minute. As a result the sound and picture become way out of synchronisation. Watching the Strictly results show last night we were treated to the picture showing the result and the sound following about 40 seconds later. The F1 Grand Prix earlier in the day became totally unwatchable.

I have a talktalk Fast 5364-3.T8 router and also use BT Whole Home wi-fi extenders.

My download speed at my router is 31 Mb/s and upload speed +/- 4.5 Mb/s.

I am waiting to be connected to Full-fibre superfast broadband. It has reached the telegraph pole outside the house, but has yet to be connected by Gigaclear. I have been waiting for 15 months.

I would like to know why my reception has deteriorated over the past 2 months (my download speed has not changed, nor have I added any devices to my home wi-fi circuit in that period.

[mikealanr]

Hi @roadrabbit 

Sky's minimum recommended speed is 25Mbps for HD and 30Mbps for UHD so you don't have a lot of headroom in the speeds you are receiving. There  could be a number of reasons why the speeds have changed. Everything from the WiFi channel has changed on the router, to contention has increased in your area.

What speed are you getting on Glass (you can check in netflix app > get help? > Connection check). You may get more stability using ethernet and turning off WiFi in glass settings.

MikeAlanR

[roadrabbit]

I tried using the Netflix App as suggested, but could not find the described "Get Help> Connection check" function.

[MarkGoldsmith]

Go to Get Help, then go to Check Your Network.

[TimmyBGood]

@roadrabbit 

In the Netflix app you have to go left from the Home screen to bring up the text sidebar menu where Get Help is second from bottom.

[roadrabbit · Accepted solution]

Excellent! I did as instructed and eventually found what was needed.

When I finally checked my connection it showed a speed of only 15 Mb/s - obviously inadequate. For a while I was at a loss. However, I rechecked my wifi settings on my Sky Glass TV and saw that it was connected directly to the router, and not to the BT wifi extender network at all.

I managed to navigate to the wifi network settings (not quite as intuitive as it sounds!) and reconnected to that network. BT calls its password a 'key' - yet another small trap for the unwary. Having connected up and joined the BT wifi extended network my Sky Glass TV now works as good as ever.

Many thanks to the two reponses received.