loosing signal when watchig sky or live streaming

[wheelys]

keeps freezing, then goes the blue screen and says there is a fault with this program, then if I press home and select another channel, then go back to what I was watching it ok again for a while, is has only been happening the last couple of months, getting fed up payin g for something I cant watch, even try taking it back to factory reset still getting same problem

[Fothergill1]

Hi @wheelys. One of the main reasons for freezing is the quality/stability and speed of the WiFi signal being received at the TV/puck and not that being received at the router.  This can be checked with the Netflix App (Get help > Check network).  The minimum speeds recommended by Sky are as follows:

HD = 25mbps

UHD = 30mbps

HD + 1 puck = 30mbps

UHD + 1 puck = 35mbps

These figures assume you don't have other devices using the Wi-Fi bandwidth.

The important thing with Wi-Fi is to have a stable signal as both Glass and Stream are susceptible to problems if there is any signal fluctuation or interference.  For this reason an Ethernet connection is usually (but not always) better than WiFi as it maintains better stability. If you try an Ethernet connection don’t forget to turn off WiFi in Settings / Network / Advance settings.

If this is not practical then you could consider Powerline Adapters which are about £40 on Amazon.  Don’t waste money on a Gb model as Glass and Stream Ethernet ports only support 100mbps.

[wheelys]

thanks getting 89.64 speed but still happening, think its another phone call to sky

[Fothergill1]

---

@wheelys wrote:

thanks getting 89.64 speed but still happening, think its another phone call to sky

---

Hi @wheelys That should be ample speed but hopefully the signal is also stable with little to no fluctuation.  I'm connected by Ethernet and generally get 80 - 85mbps. but I have Just run a check and it has dropped to 76 for some reason but still not giving any problems.

Maybe give Sky a call for some additional troubleshooting.  It's possible you puck has developed a fault seeing as it used to work OK.