Streaming issues glass and puk

[Janet1964]

The puck in the dining room and the sky glass in the lounge. Both TVs are not connecting and just keep saying try again we have broadband use and Wi-Fi use on other items in the house but neither TV will work. I've tried doing everything it says on your system and nothing works can I have a number to phone a technician

[Angel_Aka]

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@Janet1964 wrote:

The puck in the dining room and the sky glass in the lounge. Both TVs are not connecting and just keep saying try again we have broadband use and Wi-Fi use on other items in the house but neither TV will work. I've tried doing everything it says on your system and nothing works can I have a number to phone a technician

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Have you checked the broadband speed that each device is actually receiving? To do this, open the Netflix app on the Glass TV and navigate to the get help menu then run a network check. This will tell you the speed the Glass TV is getting. Do the same with the Stream puck. What speed is reported? Try doing the test a few times to see if the speed fluctuates. 

Glass and Stream pucks require a stable minimum of 25Mbps each, to have any chance of a reliable streaming experience. 

Also, give both devices a full reboot, turn off at the wall for a few minutes then power back on. 

[Janet1964]

The tv will not connect 

[lettice]

@Janet1964 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[lainys · Accepted solution]

Thanks for escalating this @lettice  . We’ve sent @Janet1964 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Janet1964]

Help 

[Janet1964]

How do I get help please technical support said do update on glass but that gets halfway approx and then freeze and restart request