Sky glass

[kelso79]

Hi, when watching a sporting event live the sky glass/ internet keeps freezing and pausing. When we do a test run it says our internet is good and there are no issues, so why does it keep freezing and pausing? I thought moving to sky glass was a great idea but I'm now thinking of going back to sky q which will mean us buying a tv as it's causing rows in the house with myself and my husband as he gets cross when the tv freezes all of the time 

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[bob1234 · Accepted solution]

@kelso79If you are within the cooling off period cancel it quickly if you want to otherwise you are stuck at least with the TV as it is a separate purchase contract. If you cancel your Sky subscription and go back to Q the Q box will work with the Glass TV the same as any TV but the Glass TV will become just a TV which will receive terestrial TV if you have the correct aerial.

[kelso79]

I do like the concept of Glass, however our internet is so bad, and has been for several years now, that it doesn't seem like a viable option. So much hassle changing internet providers, we've just stuck with Sky. Maybe we'll look about and see if anyone else provides a better service and connection. Thanks for the feedback.

[TimmyBGood]

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@kelso79 wrote:

I do like the concept of Glass, however our internet is so bad, and has been for several years now, that it doesn't seem like a viable option.

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Well, no, given that Glass is entirely dependent on adequate internet.

Perhaps worth noting that all the online reviews of Glass quote the original 10Mbs minimum for HD streaming: Sky now recommends 25Mbs as a minimum.

[SMB123456789]

My set keeps handing, it's my second set.  The device is nothing more than a PC with a nice monitor.  I'm currently complaining to Sky about the set freezing and or going into a look.  apparently, according to Jack, one of the complaints managers, the 51mb BB that they provide isn't enough for me to use Sky Glass and 4 other devices connected to my router..... Jack tells me Glass needs 30mb to operate, the 30mb is if you're using UHD and not watching BBC1.  My other devices are basically 3 mobile Phones and a laptop.  Most of the time these devices are not connected when Glass Hangs.  Sky Customer service ar hopeless and dont care, they just want our money.  Quite sad really, Their customer service used to be amazing.  Thanks, Jack for your unprofessional response and the way you dealt with my complaint.  Don't touch Sky Glass, its rubbish, in fact, don't go near Sky at all in my opinion.

[Kevin-7248]

@TimmyBGood 

I don't know why sky ever gave the recommended 10mbps as it's so low. Because you've the factoring in of other device Wi-Fi use if not using Ethernet. Then it becomes a sluggish freeze prone TV.

So, not surprised really. 

EDIT: Addition of a words.

[TimmyBGood]

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@Kevin-7248 wrote:

I don't know why sky ever gave the recommended 10mbps as it's so low. 

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Although 10Mbs delivered to a device really should be enough for HD .  I'm guessing it was as a Marketing thing.

[Idanuk]

Today I've been experiencing it with both TVs. Small sky glass and my large 65 inch sky glass TV.

Now as this is becoming more noticeable every day this is now something I will take up with sky again. If anyone else is experiencing this . Should we be making. A case to sky to get our broadband cost reduced?

[SMB123456789]

Good luck with that one, im still waiting for them to call me back, they will close my complaint and I will just keep login news ones. Glass isnt cut out for standard broadband, they have no idea dn here they are advertising their new streaming service.

[Kieron500]

Hi, watching the golf on sky glass and it's freezes every single time the adds come on. When I ring sky I get told they either have not heard of this or that I can return my set within the cooling off period. Maybe take sky glass offline until it actually works? Basically I can't watch TV 

 

 

[SMB123456789]

Give it back, its rubbish, this will continue mine does it all the time. Hate the thing, sky clearly knows

its rubbish but don't care about customers.

[Jporch316]

@Kieron500 

That s a known issue currently under investigation by sky and hopefully a fix is not too far away .....

[SMB123456789]

I have had my set since the day they came out, had 2 in fact, they are both the same, the issue is the set is crap.

[Disgruntled+3D]

Hi,

I'm having major issues with Sky Glass and the playlist for golf.

So much so, that I phoned today to ask to be moved back to Sky Q , to be told 5hat I have to cancel Glass first and then apply for Sky Q!!!! Therefore be without Sky for ????

What madness is this?! 
I've been with Sky for 25 years and this is what you get. 
Well hello Virgin 😃