Sound but no picture

[Julie271]

Every time I turn on sky glass and pick something from the playlist I either get wait for your programme to load or sound but no picture. 
I've updated the system but the only way to sort it is to turn off for 10 minutes and start again, it also happens on the 2nd tv

if I use watch from the start, as soon as the live programme finishes whatever I'm watching freezes.

i have to say I'm at the point of binning the most expensive waste of money and time I've ever had

[Anonymous]

Hi @Julie271 

To begin can we find out what speed your glass TV is getting please?

1. Open the Netflix app on Sky.
2. Go to Get Help in the sidebar.
3. Select Check Your Network.
4. Note the download speed displayed and share it here. Consider doing it a few times to see if there is any fluctuation

[Julie271]

262 mbps average 

[Jporch316]

Hi @Julie271 

@have you pulled the plug completely for a few minutes ? Can sometimes help with these type of glitches 

[Julie271]

Yes everyday it's the only way to get it working

[Jporch316]

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@Julie271 wrote:

Yes everyday it's the only way to get it working

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Who provides your internet ?

[Julie271]

Virgin, no problems with any other devices, I work from home with no issues

[Anonymous]

@Julie271in Settings > Star up and standby is "Network standby mode" on, and is "Overnight power saving" off? If not, it might be worth trying those settings in case standby mode losing network is potentially causing issues when you are using it. A bit of a long shot this one!

Also, do you notice this happening more after using certain apps? For example does it tend to happen more after using Discovery+ or ITVX? 

[Jporch316]

@Julie271 

Also worth rebooting your Virgin router.

I will  also escalate your post to the sky community online support team

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Julie271.

[LindseyLou]

I am the same - sky glass has stops working after 5 mins - black screen but still have sound. Tried everything suggested but still not working!! Watching TV off a laptop and paying for the pleasure of having a useless tv!! 

[Jporch316]

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@LindseyLou wrote:

I am the same - sky glass has stops working after 5 mins - black screen but still have sound. Tried everything suggested but still not working!! Watching TV off a laptop and paying for the pleasure of having a useless tv!! 

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Hi @LindseyLou 

@see below up to date thread with users with same issue 

https://helpforum.sky.com/t5/Sky-Glass-Live/Last-few-days-technical-fault-with-channel-disney-plus-e...

@lettice please merge with main thread 

[Disappointed1-]

I have had sky glass from the beginning when it was not fit for purpose with so many software issues it should not have been released. This audio with no picture is a recent thing. I wish I had not wasted my money on this rubbish. I have already left sky broadband and as soon as the sky glass contact is over I will be buying a proper TV, and leaving sky. I will also be leaving sky mobile once the contract is over, I would not recommend sky on the contrary I recommend avoid sky.