Sound and picture keeps freezing ,trying to catch

[Stuartc3]

Sound and picture keeps freezing trying to catch up . Very frustrating.Everything on sky go checker says good but it isn't.Even spoke with sky .Intermittent so difficult to tie down either router Sky glass or broadband.

[mikealanr]

Hi @Stuartc3 

What speed is your broadband and what speed is your Glass reciving? Glass needs 25Mbps for HD and 30Mbps for UHD. You can get the speed your glass is getting by opening netflix, opening the menu, scroll down and across to get help. Then select check your network.

If it's intermittent, could be contention or WiFi channels changing if congested. Is there any patterns to the issue? You will likely have a better experience using ethernet and disabling WiFi in glass network settings.

MikeAlanR

[Stuartc3]

Glass receiving 89 mps broadband 152mps. 3sky advisors and still not right. Basically told to turn off and back on again.It usually starts with the voice light going amber then either freezing or going blank. Cleared the app settings .The only thing different is my neighbour had an upgrade to 600mps recently,maybe knocked something in the local box ?

[mplumridge22]

Same problem. My sky glass to and puck. The picture randomly freezes and gives a loud pulsing noise. This happens every 2 to 3 days. I changed broadband to sky 150 but it still happens. 

[MarkGoldsmith]

I'd suggest doing a test by disabling the Wifi in the settings and connecting via an ethernet cable instead. Then doing a reboot:

1. Go to Settings
2. Go to System Management
3. Press Select
4. Go to Resets and Updates
5. Press Select
6. Go to Restart Device
7. Press Select.

Note this will take a few minutes to reboot, so expect to see a blank screen for 2 minutes until the Sky logo appears as its starting up.

This will test if the issue is with the strength and stability of your home wifi network.

[mplumridge22]

Hi

thanks but glass tv is already connected to an Ethernet cable. Made no difference

[lettice]

@mplumridge22 

Can you do a network speed test on your Sky Glass or pucks if you  have some..
Launch Netflix on your pucks (you do not need to be logged into it, if you do not use netflix) and scroll down the left menu to Get help.
Choose Check Network.
Would suggest running the test a few times, say over a half hour period between tests.
What is your speed?