As per @GD1 comment of sky not providing engineers as everyone's home network setup is different and therefore its not possible to support.
Everyone's internet and network setup is different and performance can depend on a number of factor including but not limitint to , broadband provider, your property, number of other wifi networks in your area, number of devices conencted to your network, and the proximity of other devices to the Glass TV or stream pucks.
Most customers do find that the Sky devices aren't that great on Wifi as they need to have a constant and strong wifi connections with little to no interference in order to function properly. The best way to setup the Glass and Stream pucks tend to be via an ethernet cable, which negates Wifi strength and interference.
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