Problems with Router connection to Sky

[gilly101]

Hi, we have a sky tv glass package. The system is continually glitching. Sky told us that the

'skystream puck needs to connect to the 5GHz wi-fi band exclusively but in about 80% of cases it connects to the 2.4GHz band due to a poor signal from the 5GHz. There is a latency which peaks at 1283.6 ms, and there is an enormous packet loss'

How do we resolve this? I've never heard of these bands before, there is nothing on our router.

[nambuso-TT]

Hi there @gilly101. Please answer the above questions asked by @KeithFrench and we will take it from there. Thanks

[KeithFrench]

The 2.4 & 5GHz WiFi bands are industry standard & are in your router. What make/model of router do you have? Where is your router located & what is around it in terms of electronics, glass, water tanks & other large metal objects? Where, in relation to your router, is the Sky Glass TV?

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[siphosethu-TT]

Hi there @gilly101, please confirm if your smart tv is connected to the router wired or wirelessly? Thanks