Sky Glass

[gillianmarwood]

Sky glass keeps freezing 

[Jporch316]

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@gillianmarwood wrote:

Sky glass keeps freezing

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Hi @gillianmarwood 

@try pulling the plug for 5 minutes first. Is it new or have you had it a while 

[Fothergill1]

@gillianmarwood  Welcome to the forum.  If the reboot doesn't help as already suggested by @Jporch316 then you might need to consider that the quality and speed of your WiFi signal being received at the Glass TV (not that being received at the router) is insufficient.  This can be checked with the Netflix App (Get help > Check network).  The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical (as in my own home) then you could consider Powerline Adapters which are about £35 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

[Exiled-in-HH]

Do Sky check whether the customer has an adequate BB service to support Stream... with the warning that it only applies if Ethernet is used?

[MarkGoldsmith]

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@Exiled-in-HH wrote:

Do check whether the customer has an adequate BB service to support Stream... with the warning that it only applies if Ethernet is used?

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Most routers that come from ISPs are pretty cheap kits that won't necessary provide strong and stable WiFi networks, which will only get weaker due to local interference.

Thats the reason the recommendation when customers get these types of issues is to test via Ethernet to prove that is the cause. Ethernet can be used as a the permanent fix or the customer could invest in a better router or a mesh network to improve their WiFi network.

[Exiled-in-HH]

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@MarkGoldsmith wrote:

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@Exiled-in-HH wrote:

Do check whether the customer has an adequate BB service to support Stream... with the warning that it only applies if Ethernet is used?

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Most routers that come from ISPs are pretty cheap kits that won't necessary provide strong and stable WiFi networks, which will only get weaker due to local interference.

Thats the reason the recommendation when customers get these types of issues is to test via Ethernet to prove that is the cause. Ethernet can be used as a the permanent fix or the customer could invest in a better router or a mesh network to improve their WiFi network.

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That's why Sky wouldn't be able to comment on BB support OTHER than for Ethernet connection😉

[gillianmarwood]

Sky glass keeps freezing 

[Fothergill1]

@gillianmarwood One of the main reasons for freezing is the quality and speed of the WiFi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network).  The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical (as in my own home) then you could consider Powerline Adapters which are about £35 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

[GD1]

@gillianmarwood  Did you follow any of the advise provided when you posted on 7th March?