Sky Glass freezing

[MattV]

For the last three weeks, I have had an intermittent problem whereby the Glass suddenly freezes, with the sound just popping, i.e. it just repeats a fraction of a second's sound and the TV completely locks and has to be switched off at the wall.

I have set for it only to broadcast HD rather than UHD to reduce required bandwidth and my BB is registering approx 40Mb/s .  I have done a hard reboot, reset my router all to no avail.  I have been told that a loss of connection can cause this, but when I completely switched off my router whilst the TV was showing something, all that happened was I got a message to say no connection, so that doesn't seem right.  Equally, when I first had the Glass delivered, I had a few teething issues whereby it would stutter and buffer, especially if there was high demand on my internet, this seemed top resolve itself, with only rare recurrence - again that seems to contradict the idea that a slight latency issue would cause this type of failure

Given when I purchased the Glass I was told that my BB, also through Sky, should be sufficient to support both it and the puck I have in a spare room, I can only assume one of the following:

1. I have a faulty TV that needs replacing
2. I was missold the package, by being advised that my BB was sufficient
3. An update to the system has made it so that a brief drop in connection results in a non-recoverable failure

I appreciate that many people here are not Sky staff, but I would be grateful if anyone with any similar experience could let me know how they resolved it, or if someone from Sky (if they look at this) could let me know how best to proceed, especially given that the chat function doesn't seem to be online at the moment. 

[Gavin+Noble]

I'd ring Sky's technical team for help to be honest. They can guide you and if necessary arrange a replacement if it's still within warranty.

[peter-marlow+1966]

Are you  paying  for the atmos and uhd in your  package ? And you say you are get 40mps, have you run a network  check  in the Netflix app, you do this by opening  Netflix  go to the help opening  that tab and go to check  my network  connection  this will tell you what  speed  your tv is getting. Also what other devices  are using  your broadband ? The more devices  that are connected  to the broadband  the weaker  the signal  gets, 

[lettice]

As mentioned, firtsly run a speed test on your Sky Glass Tv or pucks

Your broadband connection maybe the issue here, you are close to the Sky recommended.

Sky Recommended minimum broadband speed of 25Mbps.
Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

Using the low latency live sync option will also has a few Mbps per puck or Sky Glass TV.

Can you do a network speed test on each of your Sky Glass TVs or pucks.
Launch Netflix on your Sky Glass Tv or pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say over a  half hour period between tests.
What is your speed?

Having a good local network broadband reach is key to Sky Glass and Sky Stream
Not just broadband speed to your house and router, but for your local network supply via wifi or ethernet, that can be affected in a busy household.

Make sure you have no other devices that can cause interference closeby, like cordless phones, radiators, baby monitors, smart meter in home displays, microwaves and the like.

Plus, change your Sky Glass TV or pucks to following recommended settings set in Settings>
Turn wifi OFF under Network if connected via ethernet.
Set Network standby mode to ON and Overnight power saving to OFF.

[MattV]

@peter-marlow+1966& @lettice  I am, unfortunately, although certainly the UHD aspect has been switched off as part of the diagnostics process.

With regard to speed checks, I have run that a couple of times, both when the TV has been working fine for a while and just after a 'failure', in all cases, I am getting consistently over 40Mbps.

As it stands, the issue has been ongoing for the last three(ish) weeks, nothing has changed within the house in that time, the router is still exactly where it was with exactly the same things around it, I have added no extra bandwidth sucking devices to the network, indeed the issues still happen after I switch those things off completely.  

As suggested by @Gavin+Noble yesterday, I did call the support line who, again, suggested that I reset my router, which I did but still had the issue!

[AndrewF_UK]

Hi @MattV welcome to the community. I just wanted to ask, do these same problems persist with your Puck, or just your Glass TV?

I appreciate that you probably use your Glass TV more, so one wild way to test this is to plug your Puck into your HDMI on Glass, switch to that source and try using that for a few days and let us know if it still happens or not. Sky-ception. To help make it easier to know if your on Glass or Puck you could set your puck to have high contrast mode on menus in accessibility settings so you can know when you're on Glass (blue) and Puck (black). 

I'm not suggesting this as an actual solution, but it would help us see if the problem is with your Glass or if it's environmental. 

[MattV]

@AndrewF_UK 

Puck works fine, not seeing any of the issues there.  I had considered your idea and may have to give it a go.