Sky glass - advised to turn off all devices to watch tv

SadNicola

We have had sky glass for just over a year and recently have been having lots of problems with connectivity.

Two weeks ago we had a new sky glass delivered due to a poor picture and connectivity. However we are still having trouble with the internet and buffering on the TV.

We called Sky, whereby we spoke to no less than FIVE people wishing to cancel the glass and send the TV back.

We were told that we couldn't cancel our credit agreement as our sky broadband provided enough strength for the glass, however we would need to switch off all other devices to watch the TV as we cannot get any stronger broadband to where we live to run the TV alongside with phones etc.

We questioned why in 2024, we need to disconnect our mobile phones (that's what they suggested) for their broadband to work with the glass and complained that if our internet is not strong enough to run glass and other basic devices at the same time (only two adults in the house) then we should be able to cancel under The Consumer Rights Act 2015 due to 'Not being fit for purpose: Goods should be able to be used for the purpose they were intended for'.

Sky are adamant that we cannot cancel our finance agreement and expect us to turn off all other devices to be able to watch TV... 

Thoughts welcome! Thank you....

Arunmor

So what speeds are you getting on your broadband?  Did you check before you signed up?  What speeds did they promise you?  Run a speed test and report back.

400ixl

So they are saying your broadband does not have enough bandwidth to support Sky streaming and other devices.

What speed are you getting on your broadband?

Try running https://speed.cloudflare.com/ from a browser on the Sky TV and separately  on a phone.

Ayr_Rage

What speed broadband do you actually have into the property?

Sky recommend a minimum speed of 25 mbps for HD.

The issue is almost certainly the consistency of the data stream from your router not an issue with the Glass TV.

If the Glass TV is the only device connected do you get any buffering?

Can you connect the TV with an ethernet cable?

If you do use ethernet make sure that WiFi is disabled in the TV settings.

If you are connecting via WiFI and have close neighbours check the channel being used by the router is not subject to interference, WiFi analysers are freely available to download.

SadNicola

Thanks all,

Speed to your hub
42.3Mb/s

Upload speed
17.9Mb/s

Sky Glass TV's connection speed to Sky's servers using the Netflix Network check on your Sky Glass TV: 55.55Mbps

elsien

Surely you don’t need to turn your phones off completely, just turn the Wi-Fi off and use the data instead and see what difference that makes if any? 

Aylesbury_Duck

Have a look at configuring your router.  As others have suggested, you may have interference from elsewhere.  

Ayr_Rage

Getting 55 on the Netflix checker when the speed to your hub is only 42 is just not possible.

Are you watching in HD or UHD?

Have you tried using an ethernet connection with the Glass TV WiFi switched off?

How many other devices are using your home network and what are those devices doing?

Gaming/CCTV etc

littleboo

Are Sky also your broadband provider? 

Ayr_Rage

littleboo said:

Are Sky also your broadband provider? 

Sky Glass and Stream work with any broadband provider, the available bandwidth to the device is the critical issue, WiFi can have many more issues than using an ethernet connection and ethernet works a lot better when WiFi on Glass/Stream is disabled.

I guess this is your exact same topic on the Sky forum

https://helpforum.sky.com/t5/Sky-Glass-Live/Told-to-disconnect-other-devices-to-use-Sky-Glass/td-p/4774369

Rodders53

Does $ky Glass not have an ethernet cable connection or is it Wifi only?

WiFi can be very variable especially in congested urban environments.  OK during the day but unusable in peak usage times.  Rare nowadays, but could also happen on broadband connection aka contention issues.

If it does, try a using an ethernet cable to test if it is WiFi interference.

I have seen reports of iffy plug in power units causing interference to WiFi on other Forums, so unplugging mains items may not be a bad thing to identify a source of trouble to the device?