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Discussion topic: Sky Glass always disconnected saying no internet

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This message was authored by Glitter-p This message was authored by: Glitter-p

Sky Glass always disconnected saying no internet

This week the Sky glass TV will not load up correctly. EVERY time we turn it on we get blue screen and message says no internet!  It's becoming very frustrating. We have 500mb broadband with BT, and they always blame each other for any issue. Sky told me my TV is switching between 500mb and 2.4mhz.  Why??  Their answer is to ask BT to turn of the 2.4mhz,  but some of my other devices will not then connect, but why should I have to do this?? It's not acceptable,  Sky you need to sort the issue. Surely I am not the only Sky Glass user with this problem? 
so what do we do.  Sky, please sort this. Thank you. 

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This message was authored by mikealanr This message was authored by: mikealanr

Re: Sky Glass always disconnected saying no internet

Posted by a Superuser, not a Sky employee. Find out more

Hi @Glitter-p 

 

You are not addressing Sky. This is a customer helps customer forum. I have BT FTTP and have no issues with the Smart Hub 2 with 5Ghz band and 2.4 GHz. Some things to try:

 

Go into your hub and disable 2.4. ensure that your glass TV is connected and tell it to always use this IP address. Then Re-enable 2.4 GHz band for your other devices. The smart hub 2 tends to keep communicating on the band it first connected to. If it doesn't it could be because the signal is marginal and a booster disc or using eathernet may help.

 

The other thing I've changed, is the DNS settings, to fast (1.1.1.1) and Google (8.8.8.8) respectively and this has had a big increase in stability on my home network over BTs own service.

 

MikeAlanR 

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65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Former Sky Q, Sky+ HD and Sky+ customer.
Glitter-p
Topic Author
This message was authored by Glitter-p This message was authored by: Glitter-p

Re: Sky Glass always disconnected saying no internet

Thank you for your response. I was aware this is a forum but this is where Sky direct queries so they don't have to pick up the phone..?  I also believed these are monitored as I sometimes see that a Sky expert has jumped in?  
I am by no means a technophobe but why does this have to be so complicated?  It should just work properly without the need to be an IT expert?  I do appreciate your reply and I will see what I can do. :). But not sure I understand it all :(. 

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Sky Glass always disconnected saying no internet

Posted by a Superuser, not a Sky employee. Find out more

It it possible to speak to Sky over the phone you just need to make sure you are pressing or saying the right option. Sometimes I game the system and select the wrong option because I know I'll get to speak to a customer services agent. ( should I have to do this no but it's a nice tip if you do really need to speak to someone).

 

the reason Sky point people to their help section is because they do have lots of help guides available on the website ( although they aren't always easy to find).

 

This forum is generally useful for that as some of us what exactly which are the right help guides to point you to for certain issues. Also Sky don't have a 24/7 customer services team so the online community is a useful way to get some help and assistance when their phone lines are closed.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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NOT a Sky Employee

This message was authored by Fothergill1 This message was authored by: Fothergill1

Re: Sky Glass always disconnected saying no internet

Posted by a Superuser, not a Sky employee. Find out more

@Glitter-p My Sky Glass does the same if the Networked Standby Mode is not turned ON.  This option stops Glass from losing the network connection when the TV goes into standby.  My belief is the TV boots up quicker than it reconnects to the network hence the error message. A very quick switch off and on with the remote seems to sort it 😀

 

The relevant setting can be found in Settings > Start up & Standby menu.

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Glitter-p
Topic Author
This message was authored by Glitter-p This message was authored by: Glitter-p

Re: Sky Glass always disconnected saying no internet

Hi. Thanks for your reply. Everything was working fine , These were all turned on already but we have tried turning off and on, no Joy. It's been three weeks since this started happening and is now  very very annoying.  "Hello Sky" is intermittent and only works if turned off!?  TV doesn't turn off if no activity. It's like it's just a box that can't do anything., it  has started to just not recognise my internet,  I am on BT BB and my friends with Sky don't have the issue........??


update tomorrow is supposed to fix it. Fingers crossed. 

 

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