Sky glass tec

[Julesoflondon1]

Anyone having trouble with there sky glass ,trying to watch any programmes and it keeps coming up with technical issue please try later . I've tried taking the plug out and putting it back ,I've been onto my broadband and it's not them, I've had enough, anyone else have any ideas. 

[markscott13]

Yes same problem on both Sky glass tvs. Tried resetting tv and broadband and all the fixes. Nothing worked  

[Gincap]

Generally this is due to a weak signal over WiFi. Your Internet speed to your home may be great but internal WiFi can be weak.  Your tv needs a clear line of sight with your router or WiFi extenders. 

You can test your WiFi speed in the Netflix app under settings.  You may want to consider attaching your tv to your router directly with an Ethernet cable and turn WiFi off on your tv under settings. 

[markscott13]

Thanks, All been tested, all fine.  No other issues with any other equipment in the house and has worked with no problems for over 4 years. Not a great advert for Sky when I was informed that the fix for my Gen 1 was to purchase a new TV, when the Gen 2 is now doing the same (days later) and it's well within warranty. 

[MarkGoldsmith · Accepted solution]

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@markscott13 wrote:

 No other issues with any other equipment in the house 

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Unfortunately ( and as bizarre as it sounds) that doesn't mean you won't have issues with Sky Glass/Stream as they fundamentally don't work in the same way as most other devices.

Most of your devices will have lots of local memory and hard disk space, which means that streamed internet content will be buffered locally, which protects most users from even noticing very small Wifi dropouts or packet losses. Unfortunately, the Sky streaming platform doesn't work in this way. Its incredibly limited in it local storage capacity as a result of it essentially being a thin client, this means that rather than most operations running locally from the device they run/are stream remotely from Sky servers, its the reason why people who suffered from quite frequent wifi dropouts related to network interference will notice it a lot more on the sky streaming platform, as these even brief dropouts can sever the required connection to Sky's servers.

[andar]

Great feedback 

[Julesoflondon1]

Hi so what your saying is that I need to clear all the saved programs or take it back to factory settings to stop this happening 

[2muchTV]

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@markscott13 wrote:

Thanks, All been tested, all fine.  No other issues with any other equipment in the house and has worked with no problems for over 4 years. Not a great advert for Sky when I was informed that the fix for my Gen 1 was to purchase a new TV, when the Gen 2 is now doing the same (days later) and it's well within warranty. 

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I suppose it was Sky who told you that the fix for your Gen 1 was to buy a Gen 2? 🤔 🙄

While the warranty is important, if you are within the return period, it might be worth considering if Glass is for you? I understand that any technology can go wrong, but you have to judge whether this is teething issues or the harbinger of more issues to come. 

There are alternatives for your TV entertainment, not as slick and integrated as Sky's Glass but if it is not working for you a great UI is hardly relevant.

Best of luck

[markscott13]

Thanks all for any advice.  Currently going through discussions with the technical team, the chap was very good.  It may take a few days but I'll post how this pans out, one way or another. 

[markscott13]

Hi All,

still ongoing, I will post the conclusion.  As it stands we have tried a new (black) router and a new max router (with booster), I've switched back to the new black router as my Glass air in the bedroom could not connect to the max router for 2 nights!!  Extra money for little or no difference, so that will get cancelled.

Had a WiFi engineer out yesterday he confirmed nothing wrong with WiFi. What he did say is there is a known Sky Glass software issue which is the opposite of what I'm experiencing, but that makes me even more suspicious. These customers just need to wait on the next update, whenever that will be rolled out. 

So to recap, still no sound and it takes around a minute to load a tv programme.  Kids using Amazon echo through Nintendo switch!

Waiting on another call tomorrow.

[2muchTV]

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@markscott13 wrote:

Hi All,

still ongoing, I will post the conclusion.  As it stands we have tried a new (black) router and a new max router (with booster), I've switched back to the new black router as my Glass air in the bedroom could not connect to the max router for 2 nights!!  Extra money for little or no difference, so that will get cancelled.

Had a WiFi engineer out yesterday he confirmed nothing wrong with WiFi. What he did say is there is a known Sky Glass software issue which is the opposite of what I'm experiencing, but that makes me even more suspicious. These customers just need to wait on the next update, whenever that will be rolled out. 

So to recap, still no sound and it takes around a minute to load a tv programme.  Kids using Amazon echo through Nintendo switch!

Waiting on another call tomorrow.

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I salute you for your patience 🫡