Sky Glass TV often will not connect to EE broadband.

[AlanM7]

Virtually daily, my Sky Glass TV does not connect to my EE broadband without me having to reboot the router. 

[stereohaven]

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@AlanM7 wrote:

Virtually daily, my Sky Glass TV does not connect to my EE broadband without me having to reboot the router. 

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There is a long list of problems with EE firmware on various hubs that cause a range of disconnections across multiple devices.

Which hub do you have? Are you using WiFi or Ethernet?

[mikealanr]

Hi @AlanM7 

Yes I am suffering from this. There is a known issue with the DNS on the 1.6Gbps service and their Hub Pro (WiFi 7) router and I am seeing the issue on their Hub 3. I have a pending escalation with EE as this has been going on for a number of weeks.

See:

https://www.ispreview.co.uk/index.php/2025/08/router-connectivity-woes-strike-some-of-ees-1-6gbps-uk...

And

https://community.ee.co.uk/t5/Broadband-Landline/1-6Gbit-connection-new-smart-hub-white-small-box-sp...

MikeAlanR

[AlanM7]

Thanks. I am using WI-FI. 

[AlanM7]

Thanks for your response. I am using WIFI and the EE Smart Hub is SH31B.

Thanks for any advice you are able to provide.

Alan.

[stereohaven]

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@AlanM7 wrote:

Thanks for your response. I am using WIFI and the EE Smart Hub is SH31B.

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The Smart Hub Plus, same as I have.

Is the hub close enough to run an Ethernet cable to the Sky Glass?

If not, I would recommend trying to "dumb down" the WiFi on the EE hub by turning on compatibility mode and connecting the Sky Glass to that network instead.

Then monitor to see if that brings any stability.

[mikealanr]

Unfortunately the DNS issue is being seen on wired and compatibility mode.

MikeAlanR

[AlanM7]

Thank you.

Alan

[2muchTV]

@AlanM7 if the issue is the DNS being used by EE, is it possible to change them on the EE hub? 🤔

This EE forum link suggests it is possible depending on the hub.

I have not used an ISP supplied hub for years and forgot about the restrictions they can put on their hub.

If you have a spare/old unlocked hub might be worth switching to test if it works with your Glass. 

[AlanM7]

Thank you. The responses to my question have all suggested that the issue is an EE issue. Needless to say, EE customer service tells me that it is a Sky Glass issue. I will need to revert to EE with the responses i have received and discuss...... Wish me luck!!! 🙂

[TimmyBGood]

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@2muchTV wrote:

@AlanM7 if the issue is the DNS being used by EE, is it possible to change them on the EE hub? This EE forum link suggests it is possible depending on the hub.

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I suspect that thread is incorrect: EE/BT (like Sky)  typically don't permit DNS change at the router on their domestic broadband service.

[Jordan+samantha]

I'm with virgin media and having the same problem! 

so this is deffo a glass issue 

[stereohaven]

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@Jordan+samantha wrote:

I'm with virgin media and having the same problem! 

so this is deffo a glass issue 

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It isn't in this scenario because it has also affected other devices, including Q, SONOS, smart devices and a few others in my home alone.

The only common denominator are the newer EE hubs. Pop a WiFi 5 BT Smart Hub in its place and all the problems go away.

That's not to say there aren't WiFi issues that can effect the use of Sky Glass, there can be many, but that is not the specific issue here.

Plenty of people are using Glass on VM without issue. To be honest, the best thing you can ever do with a Virgin Media hub is put it in modem mode and buy a decent mesh to use instead.

Well, not sure about the latest version but that was the rule of thumb! 

[AlanM7]

Thank you. I will try to speak to Sky.