sky Glass keeps dropping out

[dye]

my dad has had major issues with his internet dropping out to the sky glass consistantly, we have reported it to sky many time with no avail. He is 78 years old and last night said it took him over an hour to get it back on as he has to reconnect it everytime. He has fast fibre internet speed and the tv is also connected via a ethernet cable so i dont know why it keeps doing it. All the timers are turned off as are the sensors. I have spoken to sky multiple times but dont seem any further forward. Anyone have any ideas ? his sky glass is 

[dye]

Sorry missed some bits,  He has a Sky Glass 1 generation  and his internest speed is 312mbps and it is connected via an ethernet cable. All the sensors and timers are turned off. We have had a horrible time with sky trying to fix it and they keep saying they will call back to help but they dont.

[Angel_Aka]

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@dye wrote:

Sorry missed some bits,  He has a Sky Glass 1 generation  and his internest speed is 312mbps and it is connected via an ethernet cable. All the sensors and timers are turned off. We have had a horrible time with sky trying to fix it and they keep saying they will call back to help but they dont.

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If the Glass TV is connected to the router with an ethernet cable then you need to make sure that WiFi is turned off in the network settings menu on the TV. For some daft reason it will still default to trying to use WiFi even when an ethernet cable is attached. 

The ethernet port is only capable of 100Mbps maximum speed but this is more than enough for Glass to run efficiently. It's the stability of the connection which will improve above all else when using ethernet. 

[dye]

Thank you, the wifi is turned off  and i investigated the ethernet cable that i needed so all is correct in that area aswell. The cable has been attached for 4 days and it the internet dropped out last night.

[Angel_Aka]

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@dye wrote:

Thank you, the wifi is turned off  and i investigated the ethernet cable that i needed so all is correct in that area aswell. The cable has been attached for 4 days and it the internet dropped out last night.

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Is his broadband from Sky too? Is the Glass TV the only thing having problems with it? Does he have other devices which can connect to the WiFi without issues?

[dye]

yes the wifi is bt fibre purchased through sky and he wears a lifeline connected to the internet around his neck and I checked the connection from when he said it dropped out and that was fine, it was still connected., it alerts me when it goes offline and it has not happened. 

[Jporch316]

@dye 

Hi - can you try running it over wifi instead of ethernet? 

[dye]

The reason i put the ethernet cable in is to try to stop it dropping out over wifi, its been consitstantly doing it for months and as i got no help from sky that was my last option left. I turned the wifi to off in the settings and the cable has only been in for 4 days and now its dropping connection again, so its doing it when its on the wifi and the ethernet cable, i dont know what else to try

[2muchTV]

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@dye wrote:

 i dont know what else to try

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Maybe try a £40 Roku streaming stick (or other) as an emergency backup 🤔

Best of luck