constant connection issues

[paul9115]

Does anyone else have issues with constant connection issues with sky glass? At least once a day I have to go through the rigmarole of resetting the network connection 4 or 5 times. I've tried both wired and WiFi but both are constantly losing connection. Every other device in the house is fine and wireless router is in the same room maybe 3m away

[Gavin+Noble]

What happens exactly? Are you losing picture and sound or just picture? 

If it's the former then if you are using ethernet make sure WiFi is turned off in the settings.

If it's the latter then it is an issue Sky are aware of but we are awaiting a fix for. 

[paul9115]

It's usually after turning the TV on after it's been in rest for a while, when turning it on the bar stays on the screen longer than usual, then straight into the no connection wizard.

If I reset the connection it's ok again, but sometimes takes more than one attempt. When on ethernet I disable WiFi and have "networked standby" on.

As previously mentioned all other devices in the house are stable both over WiFi and wired

[DaveDub]

@paul9115 

I've been having connection issues with sky stream for the last week 

my broadband is fine 

I've a suspicion it's a software issue we aren't being told about 

[peter-marlow+1966]

Luckily  i have had no such problems  with  my 55inch gen 1, 55inch  gen  2 tvs  or my puck,, both tv's  are connected  by ethernet cables and the puck by wifi, gen 1 and puck both had since  November 2021 and the gen 2 since  March, i do have gigafast broadband full fibre optic to the property  900mps, don't  know if that helps  me, but no i personally  have not had these issues, sorry for you guys that are, if it is a software  issue  then, shouldn't  we all be getting  it ? Both my tvs  and puck are on the lastest  build version  to

[paul9115]

Yeah I'm also on a gigabit which is consistently getting 800+Mbps up/down so I don't think it's a speed issue.

I used to run a wired connection then started seeing this issue (WiFi would just randomly re-enable itself as well) called sky who blamed the brand new and tested cat6e so switched to WiFi which worked for a while and is now showing the same issues.

[Romo0]

Also been having this issue.

rang up yesterday to be told they're working on it and there's a patch coming, however that doesn't help when paying for a service that for half of the morning doesn't work. 

[DaveDub]

@Romo0 

I rang customer service 3 times on Friday and got the usually suggestions-unplug & restart router and puck.hold down the power button on puck for ten seconds.issue only resolved temporarily 

[paul9115]

Yep, I've contacted them a few times only to have them blame the broadband, the ethernet cable, the gentle easterly breeze or anything else that isn't their hardware

[DaveDub]

@paul9115 

I have sky stream 1.5 years now and have never had any connectivity problems so strange this is  only happening now

i know there was an sky stream update about 3 weeks ago to fix 'watch from the start' issues-QOS35 ...I'm wondering is that update the problem 

[Romo0]

When I rang I was told it was due to the recent update and would soon have a patch out to fix - that being said this has been a problem for weeks and I've previously rung to upgrade the broadband after being told mine was too slow for the sky glass... however it'd been running fine for months previously with no issues on the slower speed😏

[DaveDub]

@Romo0 

I've only got 100mb line but it's stable and have been running 3 pucks on it with no issues until this week.tests give good results on Apple devices.sky pucks just won't stay connected for some reason 

if it's a patch we are waiting on Ill expect a long delay.it took 6 months for an update to fix the 'watch from the start' issues anyway

[paul9115]

Interestingly although networked standby is definitely enabled via the settings, checking the connected devices on my router shows the connection is not being maintained whilst in standby (wake on cast doesn't work either)

[Magic+Cottage]

I've had this issue for over a year now and as others have said I have called Sky on many occassions with all the usual router and TV resets, a new TV under warranty etc. etc. and this still happens on almost a daily basis. My next door neighbour has Sky Glass and has exactly the same problem as do two other friends with Sky Glass. 

It's obviously a software bug but Sky don't seem interested in doing anything about it. I bought the TV on their credit arrangement and can't wait to have paid it off. After that I'll buy an ordinary smart TV and another Sky Stream and bin the Glass. Absolute load of rubbish and desperatly poor service from Sky.