TV freezes, remote also loosing connection , have changed batteries

[Jsh]

The Sky Glass TV intermittently won't turn on and when on switches off randomly. The remote control keeps disconnecting and have to constantly reconnect by pressing 1+3 , I have changed the batteries so ruled out that issue 

[Greenfingers001]

Hi there @Jsh , 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

[U5HER]

Hi, I'm having exactly the same problems with my new Sky Glass TV and remote. It stops connecting intermittently and needs a full restart at the mains to get working again. It's not the remote batteries as have recently changed. This keeps happening and is really annoying with such a new and expensive set-up. Thanks

Dean

[MarkGoldsmith]

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@U5HER wrote:

Hi, I'm having exactly the same problems with my new Sky Glass TV and remote. It stops connecting intermittently and needs a full restart at the mains to get working again. It's not the remote batteries as have recently changed. This keeps happening and is really annoying with such a new and expensive set-up. Thanks

Dean

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@Jsh is it connected via WiFi if so I'd suggest the WiFi signal isn't strong and stable enough for the Sky Glass.

If so id suggest testing by connecting via an Ethernet cable, either directly to the router or via power line adapters, and also disable the WiFi on the Tv in the settings (otherwise it may default back over to it).

[U5HER]

Sorry - I've just re-read my question and not sure it was clear. The TV doesn't lose connection - but the remote loses connection with the TV. The remote is the problem.

[MarkGoldsmith]

@U5HER Ah sorry I thought you had all the symptoms as the original poster.

Does this just happen when it's in standby and it won't wake the TV up and even if you press the standby button on the TV does the remote not work at all?

[U5HER]

yeah just happens when TV is in standby mode. Same thing has happened this evening and now the remote has miraculously started working. 
Next time I get the issue I'll try turning TV on using the standby button on the TV itself and go from there
Thanks for your help

[Jsh]

Hello,

TV is hard wired ethernet via TP link plug adapter. Checked WiFi on TV settings and was on , so have switched off. Will monitor and see if that fixes issue. 

Thanks 

[MarkGoldsmith]

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@U5HER wrote:

yeah just happens when TV is in standby mode. Same thing has happened this evening and now the remote has miraculously started working. 
Next time I get the issue I'll try turning TV on using the standby button on the TV itself and go from there
Thanks for your help

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In that case @U5HER if you haven't already go into the settings and set networked standby mode to ON. You may also want to set overnight power saving mode to OFF as well. Basically by default the Tv will disconnect from the internet when in standby mode or go into power saving mode overnight. This can mean it takes a lot longer and makes it harder for you to wake it up in the morning and for it to reconnect itself back to the internet.

[Mr+Flibbles+86]

We are still looking to help you @Jsh. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Mishy1]

Having exactly the same issues with both the remote and voice activation, only working intermittent and has done for some time. Today tv won't even swith on using the power button. Will not be renewing with Sky!

[Jsh]

Hello,

Have switched to WiFi rather than ethernet TP Link , I noticed Mbps was 10 times better on WiFi , so far so good. 👍