Sky Glass getting worse

[TimmyKey]

Since the 3rd Dec 2023 Sky Glass keeps reporting no wifi, but there is. The solution seems to be turning it off and restarting the tv.

In addition for sone time now, when trying to watch from start, the Glass says we need to upgrade.

Cone on Sky, the Glass is expensive and is not functioning correctly!

Anyone any clues?

[MarkGoldsmith]

Have you switched Networked Standby Mode to ON in the settings?

By default when the TV goes into standby it disconnects from your Wifi as part of EU power saving regulations. It can take a while once the TV comes back on for it to wake up and reconnect to the WIFI so switching the mode to ON will ensure it maintains its WIFI connection whilst in standby mode.

[TimmyKey]

Hi,
Thanks for taking the tiem to reply to the Wifi side of the questions, but that is not it.
No changes have been made to any settings and it has only started happening since 03/12/23, no logic to it, it only occurs when the TV is turned on, and evven then not on every occasion.

[JulieinScotland]

Hi, just a daft question from me on this......

Is it possible that it's not the Sky Glass dropping the Wifi itself but the Broadband signal / Router resetting / dropping out overnight and the Sky Glass not reconnecting......  as it should 

Occasionally, my Broadband reset overnight when Open Reach were working in the Exchange

I was lucky in that my Glass picked my Wifi again naturally.....

It's just another thought for you to consider or not as the case might be

Edit 14:45......

I also noticed this happening during day as well.....  The indication to me was when forwarding in Netflix, the Icon failed to show thumbnails....  when I checked my Router,  I noticed the Internet light (Sky Router) had gone out and once I reset the Router my Glass worked fine.

Anyway just my musings on this matter

[MarkGoldsmith]

I've got a stream rather than the glass but I was initially occasionally having the puck drop the WiFi, and I would need to either reboot or turn the WiFi off and on again. It wasn't an issue with my router or WiFi it was just the puck dropping the connection.

Ive got some power line adapters so I switched to connecting it via Ethernet and disabled the WiFi and since that point I've had no issues with lost connectivity due to the puck losing the connection. The hardware in the TVs/pucks aren't exactly the best so I'm not surprised people suffer from WiFi dropouts at times only from these devices when other devices they have in their home are working flawlessly.

[MarkGoldsmith]

@TimmyKeyis your broadband/router also with Sky?

[TimmyKey]

Hi,

You raise some good points, but again, nothing has changed sin ce 03/12/23, the sames systems, the same wifi, the same devies all connected, is no wifi drop out as the other devices connected do not suffer the same outage.
As the Glass TV has been functioning successfully (well that's not 100% of course has there are many issues with the device!) on the same wifi and router for over a year, the sudden random drop out remains odd.
It should also not amatter who the rpoivdder is for the broadband as Glass is supposed to work with any and any router, failure on that make it unfit for purpose.

Will have to raise with Sky directly, along with the major irritaion of the you must upgrade to be able to watch from the start on a progamme!

Thanks again though for trying.

[MarkGoldsmith]

@TimmyKey the reason I asked about the broadband and router is because it's possible your router has had a firmware update which is what is now causing the issues with your Glass connectivity.

this is unlikely to be the issue if you are with Sky and have. Sky hub router but certainly could explain the WiFi dropout issue you have recently experienced on a regular basis.

[MaggieClare27]

This is exactly the same for us. Since the beginning of December, when we turn Sky glass on it shows no WiFi (but there is WiFi). Switch on and off and it comes back on. I'm glad we're not alone! No settings have changed, not sure what's wrong but it must be a fault with Sky Glass.

[TimmyKey]

Take you point and no not using Sky wi-fi. But if that is the case then as noted previously, then it is not 100% fit for purpose!

[MarkGoldsmith]

@TimmyKey which ISP are you using? There are some known ones that do cause issues with Sky Glass/Stream. Mainly with the way they allocate IP addresses and then not necessarily giving you a UK based IP address.

Its worth checking if there was a firmware update on your router on the date you started having issues as well.

[JWestLondon]

This evening ( 7/12) I am having the same problem. Sky Glass has at least four times in the last hour lost internet connection. I have a reasonably stable( I think) Virgin internet connection that I know from Netflix delivers about 260 mbps to the device.  While watching a programme Glass freezes.  Then the aerial and hdmi screen comes up. I have tried rebooting. It doesn't help. The only way forward is to reset the internet connection. The device then demands a password which needs to be input by the most antiquated system I have seen for a long while. Nothing in the settings has changed and the network standby is disabled. Is this the start of another sky/ virgin interface problem?  I am a sky vip of 20 plus years and there is a lot about Sky that I like. But moving from Q to sky glass has been a mistake. It just is not fit for purpose. There are constant issues with it. I would not recommend it to anyone. 

[MarkGoldsmith]

@JWestLondon if you search this forum you will see quite a few issues with Sky glass/stream and Virgin as the ISP.

[jecsouthwark]

Yep been getting exactly the same problem on my large glass and pucks. Spoke to sky, they claim , as they always go when there is a fault, that the problem is with my internet connection. ( It's not I am on full fibre and no other device in my home of any type has any connection issues ) They won't admit they have a software problem , they told me to talk to my ISP , who said ....youve only had one connection disruption in 12 months and that was for planned maintenance so nothing to do with them....sky won't provide the logs they can see their end of their products disconnecting so it's stalemate. 

[jecsouthwark]

This doesn't solve the problem.