Glass has never worked properly since installation

[glassk]

My parents moved from a detached property with a dish, to an assisted living appartment this year. 

In April they decide they want Sky back, so I suggested getting Sky Broadband, and Glass with a channel subscription.

The TV part has never been reliable. It will work for a day or three, then channels will spin and not work, fast forward and pause often result in crashing,  and ad skip rarely works. It's as far from the trouble free all from one supplier experience that I hoped it would be for them and I wish I hadn't suggested it now. But they're locked in to all sorts of contracts now so we have to make the best of a bad job.

Each time they contact Sky support on the phone they are told to reset everything. Now this is a couple in their 70s with failing eyesight and diminishing mobility, so crawling round on the floor and around the back of equipment is not very good.  Doing this reset makes it maybe work for a day, or two, and then it'll all fall apart again.

Their broadband supplies their landline too, and every time they reset the router, the landline stops working as it never reconnects properly.

The entire set up is just super unreliable.

I live miles away so I can't really help them by quickly popping around, but every time I am there, of course it behaves. Then I reconnect the phones so they can use their landline again. When I checked their line speed on the broadband it was around 40 Mbps (bearing in mind the whole broadband / package / glass thing was bought together and intended to work together)

The main thing that bothers them is their TV of course, and right now they're considering just terminating their contract and putting in a freeview box with an aerial as they're heartilly fed up with the whole thing

I'd rather see if we can get this situation resolved though, as exiting the contract will be expensive to get rid of the sky subscription, and the Glass set will need replacing by an actual proper TV.

Appreciate anyones thoughts

[mikealanr]

Hi @glassk 

Sky recommend 25Mbps for HD and 30Mbps for UHD. Obviously 40Mbps doesn't leave a lot of headroom. If speeds are dipping below the minimum speeds it's likely to be causing issues. Although I don't imagine they have a lot of other devices demanding bandwidth.

You can run a speed test in netflix by going to get help? On theeft hand menu and choosing connection check. The first thing I would do is turn WiFi off on the Glass settings  and connect it via ethernet cable or homplugs as you are likely to have a better experience.

The other thing to note is Sky may allow you to exit the contract (for subscription, they will still need to pay for the TV if purchased on finance) if it's not working as expected. You can use glass as a big monitor for a freview box as well as access apps. See: https://www.sky.com/help/articles/sky-glass-without-a-subscription

MikeAlanR

[Exiled-in-HH]

While OTA broadcasts still exists it's a good idea to have an aerial connected to a TV as a backup😉

[glassk]

> Sky recommend 25Mbps for HD and 30Mbps for UHD. Obviously 40Mbps doesn't leave a lot of headroom. If speeds are dipping below

> the minimum speeds it's likely to be causing issues. Although I don't imagine they have a lot of other devices demanding bandwidth.

Well, the whole thing was purchased together, glass set, internet, landline, tv package as being intended to work together, and it seems to me there's something fundamental causing this to go wrong, be it speed (though, I don't actually think it's that), internet stability (maybe, as resetting router makes it work for a day or so), or maybe a glitchy set (which was bought outright), or something else I haven't thought of.

I think we should see if Sky will allow the TV service termination and put a freeview box in instead, and use that over HDMI.

[MarkGoldsmith]

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@glassk wrote:

> Sky recommend 25Mbps for HD and 30Mbps for UHD. Obviously 40Mbps doesn't leave a lot of headroom. If speeds are dipping below

> the minimum speeds it's likely to be causing issues. Although I don't imagine they have a lot of other devices demanding bandwidth.

Well, the whole thing was purchased together, glass set, internet, landline, tv package as being intended to work together, and it seems to me there's something fundamental causing this to go wrong, be it speed (though, I don't actually think it's that), internet stability (maybe, as resetting router makes it work for a day or so), or maybe a glitchy set (which was bought outright), or something else I haven't thought of.

I think we should see if Sky will allow the TV service termination and put a freeview box in instead, and use that over HDMI.

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If resetting the router makes it work, it could be related to the channel that is being used for your network. If there are other local networks using the same channel that can cause issues. I believe on booting up the router will choose the "best" available channel at the time.

[glassk]

next time I'm over there , I'll hook it up with ethernet, the set and router are right next to each other

[MarkGoldsmith]

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@glassk wrote:

next time I'm over there , I'll hook it up with ethernet, the set and router are right next to each other

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Certainly sounds like the best next step as a way to indentify the cause.

You need to make sure the disable the Wifi on the Glass as well ( as it will default over to Wifi even if ethernet cable is plugged in), and also best to reboot the Glass once the Wifi is disabled to make sure it does disable the Wifi.

[glassk]

> You need to make sure the disable the Wifi on the Glass as well ( as it will default over to Wifi even if ethernet cable is plugged in)

Thanks for that, as it's quite the opposite of how most things work. Got to wonder why they did that, but never mind, I shall remember.

[MarkGoldsmith]

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@glassk wrote:

> You need to make sure the disable the Wifi on the Glass as well ( as it will default over to Wifi even if ethernet cable is plugged in)

Thanks for that, as it's quite the opposite of how most things work. Got to wonder why they did that, but never mind, I shall remember.

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Yeah that catches a lot of people out. I discovered thats how it worked by accident, as i did the same  switch to ethernet due to inconsistant Wifi signal strength and noticed it made absolutely no difference to the issues i was experiencing until i had disabled the Wifi and also rebooted.