Sky Glass keeps freezing

[Peeseagee]

Sky Glass keeps freezing. The sound sticks and sounds like a machine gun! Only way to clear is to turn it off at the wall and reset. This happens at least once a day. Sky Glass also keeps randomly jumping when watching paused live TV or playlist programmes

[Lisa-P1987]

Hi there Peeseagee, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Greenfingers001]

Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[HK2]

I'm having the same issue, and I've only had my sky glass for 2-3 weeks. I use an Ethernet connection. Can anyone help?

[Jporch316]

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@HK2 wrote:

I'm having the same issue, and I've only had my sky glass for 2-3 weeks. I use an Ethernet connection. Can anyone help?

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Try using WiFi instead see if the problem persists 

[Peeseagee]

@Jporch316 @HK2  thanks for replying.  My Sky Glass has always been connected via ethernet cable to the router. I'm on Virgin broadband high speed so the internet connection is more than capable of handling the streaming.

[Jporch316]

@Peeseagee 

I'm on virgin also - the inbuilt network card is only 100mb 

I use WiFi and find it a lot more dependable than when I was using Ethernet 

[Peeseagee]

Ah, ok. Sounds counterintuitive. You'd expect the ethernet to be more stable. I'll give it a go, thanks @Jporch316 . Does it still work ok when family are using a few devices?

Cheers 

[Padam_Padam]

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@Peeseagee wrote:

Ah, ok. Sounds counterintuitive. You'd expect the ethernet to be more stable. I'll give it a go, thanks @Jporch316 . Does it still work ok when family are using a few devices?

Cheers 

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It's entirely dependent on the speed and stability of your own home's WiFi network. If you have a Gigabit full fibre connection with a decent router and no interference from surrounding networks then it can be absolutely fine, you could have multiple family members streaming 4K and gaming on other devices without any interruption. 

But every home network is different so there's really only one way to check and that's to try it.  

[Jporch316]

@Peeseagee 

I have virgin 350 mb 

I have 3pucks and another glass tv and lots of Alexa's , tablets laptops ring cameras Xbox and a switch .... all work perfectly 

[Jporch316]

I also have one of virgins pods that acts as a WiFi mesh system with the main Virgin router .... improves the WiFi coverage around my home 

[Peeseagee]

@Jporch316 @Padam_Padam thanks, I'll try and let you know. Thanks 

[HK2]

Thanks for the suggestion to try on WIFI. I will certainly give it a try. 

[HK2]

Hi

I've tried your suggestion to use WiFi instead of the Ethernet cable. The TV has frozen again twice in two days 😖. Can you suggest anything else? 

[Peeseagee]

@Jporch316 @Padam_Padam  No issues from me with the WiFi. @HK2 which provider are you using and what speed?