Skyglass constantly buffering

[Keitjones]

The Sky glass TV is constantly rebuffering. There are times when it is so bad the service is unusable. We have also had the situation where we completely lost lip sync where the audio was several seconds behind the picture. The TV is signed in to the router WIFI; There is one wall with a door in between the router and the TV, When the door is open, The TV has direct line site of the router with a distance of no more than 8m.

[mikealanr]

Hi @Keitjones 

What is your broadband speed? You need 25Mbps for HD and 30Mbps for UHD. You can run a speed test from within the settings on the netflix app. You may see more stability using an ethernet cable and turning off WiFi in the settings.

MikeAlanR

[Keitjones]

Thank you, its 76Mbps

[mikealanr]

Hi @Keitjones 

76Mbps is enough but half of your bandwidth is being used to stream TV. Depending on whatelse is happening in your house, you may run in to issues. In would try ethernet or homeplugs and see if this increases your stability.

In the short term, you can try a power down of your glass for a few minutes and power it back on and see if this makes it behave itself.

MikeAlanR

[Exiled-in-HH]

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@Keitjones wrote:

Thank you, its 76Mbps

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Was that reported by the Netflix Network check?

What is your router connection speed?

[Keitjones]

76 Mbps Measured by Okla

[Fothergill1]

@Keitjones  To get an accurate measurement of the speed being received by your Glass TV (not at the router) you need to open the Netflix App and go to the Get Help menu and then select Check your Network. The speed being received at your Glass TV or puck is often much less than you would expect.  As an example my broadband router receives 500mbps but I only get between 380 and 425mbps at my puck.

The minimum recommended speeds ar

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These speeds assume you are not using any other devices that are using your broadband at the same time.

If your speed is below that recommended or is borderline then you could try an ethernet connection (make sure you turn off wi-fi in your settings).  If ethernet is not paractical then you could consider purchasing some 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.

Good luck 🤞

[Anders73]

You'll need to report this to Sky themselves, rather than on this forum. Level 2 support are investigating this same issue for me. We counted 22 reboots yesterday throughout the day as it repeatedly froze when switching between playlist, live TV and on demand apps.

There appears to be a wider issue affecting mupltiple customers.