Sky glass keeps freezing or stalling

[Wooby23]

Glass tv regularly freezing, loading issues or kicking back to main menu. Sky broadband states i have 900mbps and diagnostic shows everything including WiFi is good. Everything else on WiFi works flawlessly yet the glass tv is terrible.  I'm told by Sky helpline there are known software issues with glass tvs but no known fixes. I'm paying a lot of money for a product that simply don't work. Help needed please as we cannot keep doing this.

[GD1]

@Wooby23  I think the adviser has misled you slightly, most users of Glass & Stream have no issues with watching TV.

What speed is reaching your TV which I presume is over wifi?  Open the netflix app and go to Get Help, run connection test, what speed is being reported?

Are you also conn ecting over 2,4ghz or 5Ghz wifi band?

[Wooby23]

Hi

Netflix reports only 98 speed. I have the white box. Login in, I see 4 connection on 2.4 and 2 on 5gh. I'm unsure which the TV is on. Hos eould I know as most of the device names are just numbers?

Thanks 

[Jporch316]

---

@Wooby23 wrote:

Hi

Netflix reports only 98 speed. I have the white box. Login in, I see 4 connection on 2.4 and 2 on 5gh. I'm unsure which the TV is on. Hos eould I know as most of the device names are just numbers?

Thanks 

---

Can you try plugging in an ethernet cable temporarily and turning off wifi in the glass settings see if the problem still persists ?

[Wooby23]

That would be my go to choice but the glass tv is mounted on a wall on the ground floor. The WiFi is on the first floor. Looking again at the settings and I have a device name SKY on 2.4. Works this be the glass or not?

[Wooby23]

Update. Checking mac address this is the glass and it's on the 2.4 network. How do I switch it to 5?

[GD1]

@Wooby23 You need to do this in the seeting menu of the Glass TV, however you need to make sure the 5ghz network is labelled as such and this varies depending on which hub you have and who supplies your broadband,

[Wooby23]

I have a white WiFi max hub. I read you cannot slit the networks on these. Unsure if that's correct?

[Jporch316]

The device normally connects to the strongest signal from your router. Normally a 2.4ghz signal has a further reach than 5ghz so I would suspect it's connecting to the 2.4gjz signal. You would have to split the signals in the router settings and essentially create 2 separate wifi networks with separate ssid. You would then see both WiFi networks appear in the glass WiFi screen and be able to choose which one to use.

i do think in your case you maybe better served with a pair of inexpensive powerline adapters 

[peter-marlow+1966]

---

@Wooby23 wrote:

Glass tv regularly freezing, loading issues or kicking back to main menu. Sky broadband states i have 900mbps and diagnostic shows everything including WiFi is good. Everything else on WiFi works flawlessly yet the glass tv is terrible.  I'm told by Sky helpline there are known software issues with glass tvs but no known fixes. I'm paying a lot of money for a product that simply don't work. Help needed please as we cannot keep doing this.

---

---

@Wooby23 wrote:

Glass tv regularly freezing, loading issues or kicking back to main menu. Sky broadband states i have 900mbps and diagnostic shows everything including WiFi is good. Everything else on WiFi works flawlessly yet the glass tv is terrible.  I'm told by Sky helpline there are known software issues with glass tvs but no known fixes. I'm paying a lot of money for a product that simply don't work. Help needed please as we cannot keep doing this.i

---

I have gigafast  full fibre broadband  and my sky glass tv  is connected  to the router  by the ethernet  cable  and I have never had any freezing  issues  with  the tv or puck 

[Jporch316]

---

@Wooby23 wrote:

I have a white WiFi max hub. I read you cannot slit the networks on these. Unsure if that's correct?

---

No you can't at the moment ..... 

[Wooby23]

Many thanks for the effort you put in here. I'm going to ring sky tomorrow about getting an extender/ booster as I think you are correct about the range being the issue. 

Thanks again for the help  🙂

[Jporch316]

---

@Wooby23 wrote:

Many thanks for the effort you put in here. I'm going to ring sky tomorrow about getting an extender/ booster as I think you are correct about the range being the issue. 

Thanks again for the help  🙂

---

Sky do issue pods I believe..... I still think you should try a set of powerline adapters - you can get a set of cheap ones (glass only has a 100mb network adapter) and see how it goes. From what I've read about the pods they are ok but they do need to be positioned perfectly. Extenders are not worth the effort . A third party mesh system could also be worthwhile and give you better wifi coverage 

[Wooby23]

Looking into mesh systems as that looks like a winner.

[Jporch316]

---

@Wooby23 wrote:

Looking into mesh systems as that looks like a winner.

---

I used to have the old Google mesh which was a brilliant bit of kit ...... I know the deco ones have good reviews and a lot of forum users have them. I've also heard good things about the eero kit. 

good luck !