Sky glass picture freezing and switching off. Must disconnect from power supply to restart.

[Sky67]

Sky glass turns off or picture freezes in stages. The only way to overcome is to switch off at the mains and then restart. Then 15 mins later the same thing happens...and then again and again. Regret moving from Sky Q.

[MarkGoldsmith]

Are you connected via WiFi as those symptoms do indicate a issue with the strength and stability of the WiFi connection that the Glass is getting.

[Fothergill1]

@Sky67 I would agree with the post from @MarkGoldsmith thay it is likely your WiFi.  One of the main reasons for freezing is the quality and speed of the WiFi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network).  The minimum speed recommended by Sky are:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical (as in my own home) then you could consider Powerline Adapters which are about £35 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

[Doitlikethis]

The below fix sorted my issue out

Thank you

For this reason an Ethernet connection is usually better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

[Doitlikethis]