Sky TV Freezes

[Deb521]

Picture and sound on our Sky Glass keeps freezing for a few seconds then returns. It happens on every chanel. We have checked the broadband connection and tried resetting the TV and the router but nothing works. This has been happening for over a week now

[GD1]

@Deb521  Resetting the TV & hub won;t help if the issue is with a wifi connection. 

How is your Glass TV connected to your hub?  What speed is the TV receiving from the hub?  You can check this by going to the netflix app help section and run the speed test.

[Deb521]

Netflix speed test is 42.03

[Anne1964]

We've got exact same problem, started with intermittent freezing now we've got nothing despite all lights green on router, rebooted everything and still nothing... can't even get through to SKY on my app and can't find a number to call 😡

[MarkGoldsmith]

If connecting via WiFi I'd suggest trying the following as a test to see if it helps.

1) connect the puck to the router or power line adapter via an Ethernet cable.

2) in puck's network settings disable the Wifi

3) reboot the puck by unplugging it for one minute.

If these steps resolve the situation then the issue is the strength and stability of your WiFi network. Internet speed is only part of the equation the internet connections pick receives must be consistent for it to function correctly and with many home WiFi networks using the basic routers supplied by ISPs that may not always be the case.