Sky Glass - WiFi Connection

[Thejonesfamily]

 

Hi all, I've seen a few posts about this issue so I know I'm not alone here.

Every time, and I mean every time the TV is switched off and on or goes into standby and switched on it says it isn't connected to the internet and I have to turn off my router and switch it back on. Granted I have a work around but it is not ideal when my kids are on the internet playing games so I have to wait to watch the tv!

Surely this is a software/firmware issue as others are seeing it too. All my other devices such as Xbox's, laptops and phones are absolutely fine on my network.

I raised a complaint to sky and not a single response... I don't think I shall be renewing come December when my tv is finally paid off.

[Jporch316]

Hi @Thejonesfamily 

is it similar to the issue posted in the thread below ?

https://helpforum.sky.com/t5/Sky-Glass-Live/Glass-I-m-connected-via-Ethernet-and-on-first-power-up-i...

[Jporch316]

Also have you tried to reseat the network connections in the settings?

there have also been issues with customers who use network switches or have programmed routing in their routers 

also have seen similar isssues with mobile (5g) internet connections

who is your ISP ? What speeds are you getting if you run the network check in the Netflix glass app ?

[Thejonesfamily]

Hi,

Thank you for the speedy reply!

Yes that is the exact same as the issue posted.

[Thejonesfamily]

Tried a reset maybe 4/5 times.

No network switches or programmed routing. 

I am with EE and on the 700mb package. I don't have WiFi 7 neither.

Getting around 280 download speeds on the TV.

[Jporch316]

A fellow superuser @mikealanr  had issues with his EE connection and his sky glass. Only resolved when his EE router was replaced 

[Thejonesfamily]

Thanks for the advice, I'll see if they will kindly send out a new hub! Not ideal for all my smart home devices but needs must!

[Jporch316]

I can't quite remember but I'm sure it was an upgrade from the standard hub to the pro hub. 

[Thejonesfamily]

Ah so we may need to upgrade to WiFi 7. That may not be on the cards until we renew next year. I think we have to pay an extra £10 a month for the pro hub annoyingly. In the meantime I may try factory resetting our hub if it's possible.

[Jporch316]

I've been desperately trying to find the thread from a few months ago but I can't ....

hopefully @mikealanr  will see this post and can provide a little more detail 

[lettice]

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@Jporch316 wrote:

I've been desperately trying to find the thread from a few months ago but I can't ....

hopefully @mikealanr  will see this post and can provide a little more detail 

---

@Jporch316 

Think this is the thread your are looking for with the EE mentioned issue and background.

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-TV-often-will-not-connect-to-EE-broadband/m-p/...

[Jporch316]

Hi @lettice 

yes !

and a bit more digging also this thread below with a bit more info 

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-glass-amp-Ethernet/m-p/5132218#M173118

[Thejonesfamily]

I am using the smart hub plus and also not on the 1.6gbps service so I think that excludes me.

[Thejonesfamily]

Actually misread the thread, seems it is the smart hub plus with the issues! I may request a WiFi 7 hub FOC!