Sky glass keeps freezing

[ACaswell]

My sky glass seems to keep freezing on the app it is saying that everything is working correctly.  Is anyone else having issues with this.

[GD1]

@ACaswell  How is your Glass connected to your router?

[ACaswell]

Its connected via wifi and all is working correctly.

[MarkGoldsmith · Accepted solution]

This is all the signs of weak and unstable WiFi signal.

The sky streaming platform requires a strong stable and consistent WiFi connection to works due to it having to be permanently connected to Skys servers. This means any WiFi interference or dropped packets will likely cause the device to crash.

The solutions to this are typically to improve your WiFi signal, for example setting up a mesh network, of by using Ethernet instead of WiFi. When using Ethernet you need to disable the WiFi from the network settings and also give the device a reboot (unplug for 1 minute) to ensure the WiFi is disabled. 

[Scotch1979]

My broadband is over 140mbps and 92% stable but it's still freezing  if I go up a channel then back on it it's fine for a bit. Come on sky don't try and blame it on WiFi. Sort it sky your charge us enough. 

[Jporch316]

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@Scotch1979 wrote:

My broadband is over 140mbps and 92% stable but it's still freezing  if I go up a channel then back on it it's fine for a bit. Come on sky don't try and blame it on WiFi. Sort it sky your charge us enough. 

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Almost certainly a WiFi signal issue. Skys hardware doesn't use a buffer system that can hide WiFi blips. As suggested try an ethernet cable or cheap powerline adapters to connect your tv to the router. If the situation still persists you will know there's a separate issue. I originally ran my sky glass unit off WiFi on a 32mb connection but it was stable and fairly close to the router and didn't encounter any freezing. Sometimes it's not the speed that counts it's the consistency of signal receipt. Try running the network test in the native Netflix account and checking the actual speed your tv is getting 

[Scotch1979]

Did you actually read what I put? There is no interest problem. Sort out sky glass., I don't want a pre prepared statement. 

[BRW1983]

Can you try it via Ethernet, if it works fine via Ethernet, then it's almost definitely a WiFi issue

[Scotch1979]

My router is not near the the TV. But it's a 1 bedroom flat so not that far.

[BRW1983]

You can buy some extremely long Ethernet cables on Amazon 

[Scotch1979]

Well that answer is about as much use as a chocolate teapot. We pay enough sort your service out.

[BRW1983]

I'm a subscriber like you, I don't work for Sky

[GD1]

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@Scotch1979 wrote:

Well that answer is about as much use as a chocolate teapot. We pay enough sort your service out.

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You're not talking to Sky customer services via the forum, this is mainly a customer helps customer community.  This means other customers are helping you.  

[F1_fan]

I can verify that my Glass TV freezes regularly too... and I am connected by ethernet.  So it's DEFINITELY not wifi

[Jporch316]

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@F1_fan wrote:

I can verify that my Glass TV freezes regularly too... and I am connected by ethernet.  So it's DEFINITELY not wifi

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Run the network check in Netflix on glass and report back on speed