Sky Glass freezing on Ethernet connection

[cookie76]

Hi, I see this is not a new issue for people but wondering if anyone can help/assist/listen to me vent!

basically we moved from sky q to sky glass in Nov/Dec 23. By February 24 I contacted sky because the tv was freezing. It's not every day and it happens on any channel and app, it's consistent but not predictable.  Since then I think I've called about 15 times, I've gone from WiFi connected to Ethernet connected, upgraded routers, changed cables (then gone back to original cable at their request), reset, updated apps, followed every step sky have asked of me.

I'm currently connected via Ethernet cable (WiFi is off), get anything from 640 to 900mpbs through LAN, but consistently showing as 70-90 through Netflix app.  My broadband is with cityfibre.  I've been told it's a weak WiFi signal (hence connected), it's a latency issue (it's not), that the WiFi is interfering with the Ethernet (their two separate paths so not sure how they get to that) even though we rarely have more than 5 things on the WiFi at the same time (a couple of phones, iPad that sort of thing) and that they can't tell what kind the makeup my router is like because it's not one of theirs!   I'm exhausted from trying to get to the bottom of this. I've had callbacks promised that never happened, I've spent hours on the phone now resetting and repeating myself time and time again. It's taken me raising a complaint to get them to even listen. 
The latest from them was to reset everything again, turn off all my WiFi connected devices and turn them back on one by one every 12 hours to see where the interference is coming from! 

I suppose my question is am I missing something? Is there anything else I should be doing? Or is there anything I should now be requesting or insisting from sky? TIA

[2muchTV]

I do not have Sky glass, cannot offer any solution but I have read/ listened to you vent 😉

Maybe wean yourself away from Glass viewing subscriptions.

Assuming that the picture and sound is fine on the Glass TV itself you might want to try using a streaming device in a HDMI port.

If you have a Roku, Firestick etc use that and give Now TV a 30 day trial with say Entertainment and Ultra Boost to see how it performs and if it might be a solution. 

[lettice]

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@cookie76 wrote:

I'm currently connected via Ethernet cable (WiFi is off), get anything from 640 to 900mpbs through LAN, but consistently showing as 70-90 through Netflix app.  

Struggling a bit from your post to completely understand what you have done or all Sky have asked you to do.

Do understand your frustrations though.

It can be hard sometimes to troubleshoot local network issues or any other household interference (especially when using a wifi connection).

The Ethernet port on Sky Stream, like Smart TVs is restricted to 100Mbps.

You will, as you see get around 70Mbps to 90Mbps from the ethernet port on the Sky Stream.

That though is plenty enough and should give you a reliable Sky Stream experience.

You mention 'Wi-Fi off'.

Is this as you are using ethernet on your Sky Glass TV, that you have been into the Glass TV settings and turned wifi off there.

Try making this change if you have not or if you have it already off toggle it the setting on and off.

Then do a settings restart to ensure the option is set correctly:

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Glass TV  puck will perform a few reboots and a cache clear up.

It will take a few minutes to complete.

A few other things.

Is your ethernet cable from your Sky Glass TV connected straight to your broadband router?

Or is it connected to a mesh system or connected to an unmanaged ethernet switch?

As long as you use a cat5e or cat 6 cable, there is no need to use the Sky supplied one (the Sky one is a cat5e cable).

No need to use a cat 7 cable or higher, it will not offer you any general advantage for the Glass TV.

One thing to try if it's just happening once in a while, rather than many times a day.

Do a settings restart, as about once a week.

Think of it like restarting your PC, tablet or smartphone occasionally when they become a bit laggy.

I have always done the settings restart for both my Sky Stream pucks (connected on wifi) in the 20+ months I have had them and never suffered from any local network issues with my pucks. Not sure if it does cure any issues, but causes no harm. The settings restart does also do some background cache cleanup, that can build up with the many menu, account and app use case. And may be causing your Sky Glass TV to lag a little and cause some software/hardware glitches.

I have suggested this for others I know that have Sky Glass TVs and pucks and they too have a reliable wifi experience. I know of none I personally know ( apart from customers mentioning they do on here) who run their Sky Glass TVs or pucks on ethernet, as they all have setup a reliable and considered an interference reduction local network environment.

Just for clarity.

When you had your Sky Glass TV on wifi, what did the Netflix app speed test on your Glass TV shows as the speed?

[cookie76]

Thank you for your reply, I appreciate it. Sorry yes it was a little rant!

WiFi off, I meant on the tv itself. I have followed the instructions you provided previously (sky have had me send photos several times of the tv showing WiFi off). and the WiFi option on the tv has been off for a while now. 
The cable I'm using currently is a cat 5e, I had a cat 8 on the tv for a while earlier this year but was asked to go back to a cat 5e, it still freezes. 

They say my internet is unstable but my internet provider says I haven't had any drop outs.  When I do use the WiFi option I get speeds of between  90 and 150 

Additionally, I have a puck in another room which runs on the WiFi since the beginning and it hasn't frozen once. 

Thank you for the advice about resetting settings once a week. We do have to reset the tv once a week when it freezes but I could try to reset as a preventative instead. 

[cookie76]

Hi, thank you for your reply, I appreciate you reading through 😁

The picture quality and sound are great, but the tv has frozen whilst using Apple, Netflix, sky sports, bbc 2, playing PlayStation (which was connected by Ethernet too. 

thank you for your suggestion though, I have a fire stick so it might be worth giving that a go 

[cookie76]

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@lettice wrote:

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@cookie76 wrote:

I'm currently connected via Ethernet cable (WiFi is off), get anything from 640 to 900mpbs through LAN, but consistently showing as 70-90 through Netflix app.  

Struggling a bit from your post to completely understand what you have done or all Sky have asked you to do.

Do understand your frustrations though.

It can be hard sometimes to troubleshoot local network issues or any other household interference (especially when using a wifi connection).

The Ethernet port on Sky Stream, like Smart TVs is restricted to 100Mbps.

You will, as you see get around 70Mbps to 90Mbps from the ethernet port on the Sky Stream.

That though is plenty enough and should give you a reliable Sky Stream experience.

You mention 'Wi-Fi off'.

Is this as you are using ethernet on your Sky Glass TV, that you have been into the Glass TV settings and turned wifi off there.

Try making this change if you have not or if you have it already off toggle it the setting on and off.

Then do a settings restart to ensure the option is set correctly:

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Glass TV  puck will perform a few reboots and a cache clear up.

It will take a few minutes to complete.

A few other things.

Is your ethernet cable from your Sky Glass TV connected straight to your broadband router?

Or is it connected to a mesh system or connected to an unmanaged ethernet switch?

As long as you use a cat5e or cat 6 cable, there is no need to use the Sky supplied one (the Sky one is a cat5e cable).

No need to use a cat 7 cable or higher, it will not offer you any general advantage for the Glass TV.

One thing to try if it's just happening once in a while, rather than many times a day.

Do a settings restart, as about once a week.

Think of it like restarting your PC, tablet or smartphone occasionally when they become a bit laggy.

I have always done the settings restart for both my Sky Stream pucks (connected on wifi) in the 20+ months I have had them and never suffered from any local network issues with my pucks. Not sure if it does cure any issues, but causes no harm. The settings restart does also do some background cache cleanup, that can build up with the many menu, account and app use case. And may be causing your Sky Glass TV to lag a little and cause some software/hardware glitches.

I have suggested this for others I know that have Sky Glass TVs and pucks and they too have a reliable wifi experience. I know of none I personally know ( apart from customers mentioning they do on here) who run their Sky Glass TVs or pucks on ethernet, as they all have setup a reliable and considered an interference reduction local network environment.

Just for clarity.

When you had your Sky Glass TV on wifi, what did the Netflix app speed test on your Glass TV shows as the speed?

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Forgot to add, the tv is connected directly to the router,

[KF94]

Did you get a resolution from this? We are going through the exact same issue now for the past 5 months! The originally blamed it on an update done back in May and provided us work rounds for it. They then said "oh well your tv is over 2 years old" it was 2.5 years old "have you thought about upgrading to the newest model for £600+" 5 months later, HOURS and HOURS spent on the phone, management fraudulently noting on the policy that they've tried to call and will try again in a few days (this has happened MULITPLE times). Being told that management are unreachable and do not take over calls and can only be reached by a 72 hour request form, again was not called. Have had it confirmed over the phone that there was no outcalls made from them on the dates and times that management have claimed to have tried. Then finally being told by another member of management, that our journey has been disgusting and that our tv should of been upgraded on the first call, that people WILL be retrained and that we WILL be receiving compensation, to be finally told again today by a manager and skys top technical team that they still will not be replacing our tv and that we would have to pay and they can offer £30 and £10 per missed call!!! Disgusted to say the least, 5 WHOLE MONTHS and £30 if the best you can offer?! 

So would be really interested in your outcome/resolution with this.

[cookie76]

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@KF94 wrote:

Did you get a resolution from this? We are going through the exact same issue now for the past 5 months! The originally blamed it on an update done back in May and provided us work rounds for it. They then said "oh well your tv is over 2 years old" it was 2.5 years old "have you thought about upgrading to the newest model for £600+" 5 months later, HOURS and HOURS spent on the phone, management fraudulently noting on the policy that they've tried to call and will try again in a few days (this has happened MULITPLE times). Being told that management are unreachable and do not take over calls and can only be reached by a 72 hour request form, again was not called. Have had it confirmed over the phone that there was no outcalls made from them on the dates and times that management have claimed to have tried. Then finally being told by another member of management, that our journey has been disgusting and that our tv should of been upgraded on the first call, that people WILL be retrained and that we WILL be receiving compensation, to be finally told again today by a manager and skys top technical team that they still will not be replacing our tv and that we would have to pay and they can offer £30 and £10 per missed call!!! Disgusted to say the least, 5 WHOLE MONTHS and £30 if the best you can offer?! 

So would be really interested in your outcome/resolution with this.

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Hi, sorry you're going through this. It's so frustrating! Sorry no resolution as yet. TV still freezes whilst connected to Ethernet.  Have been told today that my complaint was never registered even though they gave me a case reference!! I've been with sky for over 20 years and the customer service has seriously declined. Also been told they will replace the tv but something is blocking it from going through! Waiting for another phone call today or tomorrow. Feel like they are dragging their heels as my warranty runs out on a matter of days. 

[KF94]

It's crazy isn't it! The fact that we need to connect the tv to a hub/wifi extender is madness as it didn't need that to work prior to their update!! We haven't changed the wifi, the position of the tv or the position of the hub at all so how can they say it is suddenly the broadband! We were out of our warranty by a few months so they are wiping their hands of it. Management even told me that if we brought a tv from somewhere else and it broke then we'd be expected to pay, so why are they any different!