Sky Glass Gen 1 Lagging

[KF94]

Feel like we're losing our minds. We've had an issue with our Sky Glass Gen for one now for the past 5 months! The originally blamed it on an update done back in May and provided us work rounds for it. They then said "oh well your tv is over 2 years old" it was 2.5 years old "have you thought about upgrading to the newest model for £600+" 5 months later, HOURS and HOURS spent on the phone, many many work arounds, splinting of banding, getting Ethernet cables, getting internet extenders, dragging the 2 tonne tv downstairs and hard wiring it into our WiFi box. Going to our broadband and getting no reports of latency issues, we have done reports where the wifi was showing ping and jitter both under 10, which is apparently very good. Management fraudulently noting on the policy that they've tried to call and will try again in a few days (this has happened MULITPLE times). Being told that management are unreachable and do not take over calls and can only be reached by a 72 hour request form, again was not called. Have had it confirmed over the phone that there was no outcalls made from them on the dates and times that management have claimed to have tried. Then finally being told by another member of management, that our journey has been disgusting and that our tv should of been upgraded on the first call, that people WILL be retrained and that we WILL be receiving compensation, to be finally told again today by a manager and skys top technical team that they still will not be replacing our tv because it is an issue with our internet and that we would have to pay. We have a tv on the top floor that is receiving 161 mbps from our hub on the bottom floor, none of our other devices are experiencing any latency or issues, we have done the speed through fast.com and it is saying 160 and they are still saying it's the broadband! They have come back to us with an offer of £30 goodwill and £10 per missed call!!! Disgusted to say the least, 5 WHOLE MONTHS and £30 if the best you can offer?! 

Has anyone else had a similar experience and had a good outcome or have you had to go to the ombudsmen. If so what was the outcome from them?

[peter-marlow+1966]

Hi welcome  to the forum 

How is the tv connected to the router  and what is your broadband speed?  Sky glass  minimum broadband speed is 25mps and  maximum is 35mps  but the more speed  the tv is getting  the better  it works. Also it works  better  if it's  connected  with  an ethernet cable  more stable, you can check  what speed  your  tv  is  getting  by opening  Netflix going to help opening that and going to check my network, also the more devices that you have connected to the Internet the weaker the signal is to each device, the speed  to the router  is what you get, i have a busy household i am not going  to list everything  but I have 2 55inch sky glass tv's  1 gen 1 tv which i have had  since they first  came out in 2021 and  a 55inch gen 2 which  I have since March also a puck, I have sky gigafast broadband 900mps full fibre to the property and my tvs  both get high 80s mps to low 90s mps as does the puck and I have never  had any problems with freezing  or anything else 

[KF94]

Our TV is now connected via an Ethernet cable into an internet extender as our internet hub is downstairs and the tv is on the middle floor (we live in a three storey). We are with KCOM as that's the only provider in our area and we have an 175mbps package, our Netflix app and fast.com is showing both 167mbps. We have tried turning off all internet receiving devices and reset the TV to see if that helped but again no avail. We have taken the TV downstairs and plugged it directly into the internet hub and it didn't even turn on. I'm not techy at all but I did these reports and someone from my broadband provider confirmed it was a very good connection with very little lagging😅

 

[MarkGoldsmith]

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@KF94 wrote:

Our TV is now connected via an Ethernet cable into an internet extender as our internet hub is downstairs and the tv is on the middle floor (we live in a three storey). We are with KCOM as that's the only provider in our area and we have an 175mbps package, our Netflix app and fast.com is showing both 167mbps. We have tried turning off all internet receiving devices and reset the TV to see if that helped but again no avail. We have taken the TV downstairs and plugged it directly into the internet hub and it didn't even turn on. I'm not techy at all but I did these reports and someone from my broadband provider confirmed it was a very good connection with very little lagging😅

 

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Is that measurement from the Netflix app on your Glass, as that is the only measurement that matters?

Running a speed test from another device wont tell you what the Glass is capable of getting by on its network configuration.

[KF94]

 

Yes we have a speed of 172mbps recorded on the Netflix app on the TV

[Fothergill1]

@KF94 I see in post 3 above you mentioned you are connected via Ethernet so it is strange that you are getting a speed of 172mbps (as shown in your photo).   The Ethernet ports on both Glass and Stream Pucks are limited to 100mbps.  

Glass will try to default to WiFi so I am wondering if you have turned off WiFi in the network menu.   It might be worth checking the WiFi toggle switch in Settings > Network > Advanced settings.  If you are connected via Ethernet this toggle must be off.

[KF94]

This was what it was receiving after we removed the Ethernet cable. When it is connected via the cable the most we were receiving was like 35/40mbps, which from what I have read and been told is sufficient for the glass to work with no lagging. We don't have the UHD or anything else. 

When the Ethernet was connected we did turn the WiFi off as instructed by sky. Having seen the amount of mbps it is getting without the Ethernet, we have left it disconnected and it is still not turning on, just as it did when it was hard wired.

[KF94]

this is how it will sit if multiple reboots are not completed, a lot of the time the sky logo is a lot brighter but sometimes it's this very faint one. We are on the sky app right now and it respires no issues and good connectivity. 

 

 

[KF94]

Reports*