Sky glass not loading (live) tv channels

[Eddy17]

Since 3 days our sky glass occasionally stops loading live tv channels. It displayes ' there is a techincal fault'.

resetting and unplugging it for 10 min helps for a little while, but than it starts again. All the apps on there load perfectly and work well, it is only the live tv that is affected. The netwerk speed is high enough (193Mbps according to netflix).

We did change broadband network, but as the rest of the apps are working and it is not reuired to have sky broadband, I can't see how this could be the cause.

Any suggestions?

Thank you!

[Gavin+Noble]

How are you connected? Is it by WiFi or Ethernet?

If it's the former then try the latter. Using an Ethernet cable between the TV and your router gives a much more stable connection.

[Eddy17]

Wifi connected (as that was he whole point of getting the sky glass, so it doesn't have to connected). I don't think the wifi is the problem, as netflix, disney and youtube all work flawlessly.

[AndrewF_UK]

@Eddy17 Those apps do tend to use less bandwidth and need less stability than live Sky TV which is high bandwidth. 

One test you can do is a Netflix speed test, preferably a few times over an hour or so and report back the results you get here. 

1. Open the Netflix app on Sky.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed.

Typically we're wanting to see an absolute minimum of 25Mbps but preferably a lot higher than that.

[Eddy17]

I did that before, as I read about this in another thread. It was 193mbps, so should be more than enough.

[AndrewF_UK]

Ah yeah sorry for missing that.

[Eddy17]

Checked again today and it was 184mbps

[peter-marlow+1966]

The tv is capped at a maximum  of 100mps, i have a 55inch sky glass tv,  and gigafast broadband 900mps and i have never had more than 98 mps on my tv when checking  Netflix, my tv is connected  by an ethernet cable i think something  is not right  there !!!!!! When i say i get 900mps that's  to the hub it's  self full fibre to the property, no tv will get over 100mps 

[peter-marlow+1966]

All tvs  are fitted  with a 100base tx interface  card which only aloud to tv to receive  100mps  no more your Netflix  readings are not right 

[Eddy17]

Is there another way to check?

[peter-marlow+1966]

Sounds like your interface card is damaged  and is giving  you a faulty  reading and that's  probably  why you are having  problems, if your  tv is still  under warranty  i would contact  sky and ask for a replacement, if not it is going  to  be expensive  to get it repaired 

[peter-marlow+1966]

Don't  think  there is that you can do, it will  need to be an engineer to run a diagnosis on it 

[peter-marlow+1966]

I am just a fellow  sky customer  like yourself but i do work building  circuit  broads for my job, and my hobby is building  and repairing computers 

[paulg78]

I've recently been experiencing same issue espeacially noticable when using Paramount plus to watch a box set or movie for a few hours then it blacks screens with  please wait loading  your program message with nothing loading up.

Discovery plus is fine, Prime video and netflix too, never experienced this before the latest firmware update .

The quickest way I found to correct issue besides powering off my Sky Glass is to switch to freeview via inputs rail and switch back to IPTV viewing 

[Eddy17 · Accepted solution]

Problem is fixed. It was a setting in the router from 4th Utility. On their website is link on how to change the setting and this fixed the problem.

https://the4thutility.co.uk/contact/broadband?section=troubleshooting-sky-glass-connectivity-issues