Sky Glass Air TV and broadband speed

[MM6662]

We have recently switched from Sky Satellite to Sky stream and bought into Sky Glass Air TV. Consistent problems of picture freezing and lyp sync out of sync and speed has only reached 'promised' level once in first two weeks! Is this common and is there a fix. Sky have sent a replacement router and cable but problems persist. Half way through 'coolong off' period and seriously thinking of returning to Sky satellite

[mikealanr]

Hi @MM6662 

What is your promised speed and actual speed? Sky glass required 25Mbps for HD, 30Mbps for UHD and 35Mbps if multiple sky streaming devices. If your not getting these speeds you will hVe issues.

Really this is a broadband issue and you may have better response posting in the broadband section of the community. You speed (and if there is a settle down period) depends on which product do you have? Please provide more information.

Have you run a speed test in netflix?

MikeAlanR

[MM6662 · Accepted solution]

Thanks @mikealanr 

I appreciate your response and will try the broadband section of Sky community. This is the forst time I have posted on the community at all. Our contracted speed is 1 x Gigafast with a 'promised' minimum  speed of 600 Mbps and our actual speed is varying between 94Mbps and c. 350 Mbps so speed should not be the problem then? 

As detailed in first post, we have only had these issues since switching from Sky Q+ box to streaming and using Sky Glass Air TV.

Speed test providing above speeds are using Sky service checker, Google speed test and Dell spell test - all of whom produce similar results. 

Will try netflix test.

I will try the broadband community before taking any drastic action!

cheers,

MM6662

55" Sky Glass air, 1 x puck, 1 x Sky booster/expander, whole home set up. Former Sky Q and Sky + HD user 

[mikealanr]

Hi @MM6662 

Speeds should be fine but if they are fluctuating a lot could cause issues. For netflix speed test go Netflix> profile pic > get help? > Connectivity check.

Might be worth running it a few times and taking a average. Re the broadband I don't have sky broadband so can't help too much, but sounds like you should be way under the guaranteed speed so sky should send open a fault and possiblely send an engineer out too.

MikeAlanR

[MM6662]

Thanks,

Sky have tried assisting over phone and advisors pleasant and willing, but sem reluctant to send engineer out, hence trying this community

Thanks,

Cheers

[MarkGoldsmith]

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@MM6662 wrote:

Thanks,

Sky have tried assisting over phone and advisors pleasant and willing, but sem reluctant to send engineer out, hence trying this community

Thanks,

Cheers

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@MM6662 Its worth being aware that Sky don't really have engineer support for Sky Stream/Glass as they do for the satellite service.

The likely reason for this is that the streaming platform is designed to just be plugged in, and set up on your home broadband ( similar to a lot of other internet-enabled devices people have in their homes).