Sky TV, Sound cutting out and picture freezing

[Emiljabo]

Hi all,

We have had our 65inch Sky Glass for around 3 weeks and the sound keeps cutting out every few seconds and the picture freezes.

We are getting consistent 40mbps wifi speeds at the TVs precise location, which is faster than the Sky recommended 10Mbps for HD/30Mbps for UHD.

Also, if we are using another device on the same wifi network the issue becomes unbearable.

Is anyone else experiencing this issue, know of a fix and or if the TV might have a techincal issue?

We shouldn't be experiencing this issue with our current set-up. We locked ourselves into another years broadband contract to upgrade the speed to be able to meet the Sky recommendation and we cannot get a faster package with the our current broadband supplier.

Any advice would be appreciated. 🙂

[SKY1992bf]

@Emiljabo  What's the speed to your router as that's the key reading , not what's going to the device 

[Emiljabo]

@SKY1992bf, please excuse my ignrorance, but if a device connected to a particular wifi network, is drawing 40+mbps.

Then surely the router that is distributing said wifi network is, at the very least, drawing 40mbps from the broadband service it is hardwired to.

With my 40mbps being at least 10mbps stronger than the speed recommended by Sky to adequately present a UHD program to my Sky Glass, I am having trouble understanding why the router speed in this particular instance is considered a possible culprit? 🙂

[MarkGoldsmith]

The only accurate way to get the download speed that the Glass is receiving is by opening the Netflix app, going to get help and then Check your network and running the diagnostic check which will show the download speed the Glass is getting.

Note the stability of the Wifi network is also important for the sky streaming platform, 

[Emiljabo]

@MarkGoldsmith, that is a very good tip!

Currently, 42.63mbps (with one other device in the house watching YouTube). 🙂

 

[Emiljabo]

Picture and sound still stuttering with the wifi connection shown below directly to the Sky Glass with no other devices drawing off of the network. Router in same room as the wall mounted Sky Glass with direct sight of the router.

That is not acceptable.