freezing sky glass

[bluskystar1]

my glass TV keeps freezing .

i have an excellent string wi-fi and amazon fire stick an all other channels work fine but not on my glass 

i have tried to speak to someone but can't get passed the bot 

i have now not paid my bill so they have stopped me watching any TV on it 

i just feel i should get compensated and not have to pay a month or two because of this freezing issue 

would that be possible do you think and can i get my tv back on without paying the £52 balance ?

[mikealanr]

Hi @bluskystar1 

Not paying is the worst possible thing you could do. As you have found out Sky will not engage with you untill you have cleared the balance. You also run the risk of them reporting it on your credit file and referring the matter to debt collection.

See: https://www.sky.com/help/articles/missed-payments-sky-glass#:~:text=If%20there%20isn%27t%20enough,up....

While you state you have good WiFi there are many factors at play. The speed from your device to router as well as broadband speed. Sky say you need 25Mbps for HD and 30Mbps for UHD. You can check the speed your glass is getting by opening netflix > going to left hand menu > get help > check your connection.

I have 2 Glass TVs and four pucks and don't suffer any such issues. My broadband isn't with Sky and is optimised for heavy traffic.

My advice would be to restore your services as per the link above and then make a complaint if you believe Sky havent acted in line with your contract, but you will need to pay first in order for them to deal with you. To make a complaint See: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

[MarkGoldsmith]

In addition to the advice offered by @mikealanr have you even tested connecting the glass via Ethernet cable and disabling the WiFi. 

Juat because you believe you have "strong" WiFi due to other devices not a having an issue doesn't actually prove if you have a strong and stable WiFi network. Other devices will buffer content locally and have internal hard drives the Sky streaming platform works completely differently to other devices, it doesn't locally buffer as it has no hard drive and all the content you are watching is actually being run remotely from Skys servers which is why if you have a WiFi connection that fluctuates or drops packets it will cause issues with the service as your connection to Skys servers will drop thus preventing content from playing.