topic Re: Full fibre broadband issues in Broadband

Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 14:45:40 GMT

We had full fibre installed last week as our apps in sky q kept pixelating and kicking us out. Open reach fitted it. We have speeds of around 106 now. Tv issue still there frustratingly but now also can't use laptop as a lot of websites can't be reached and I'm getting login failed error code EC:10005 Anyone have any ideas? Thanks

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 14:48:42 GMT

Also can't launch EA app as can't connect to their servers. If any sky person sees this what the heck sky?? I need the laptop to work. Help please.

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 14:55:24 GMT

Sounds like your Sky Broadband shield could be set too low. Login to the My Sky app, click broadband, product settings then broadband shield. Ensure it is set to 18 or disabled.

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 15:08:21 GMT

Thanks. I disabled it but unfortunately still can't reach/open websites on the laptop and can't open the EA app on the laptop either - the app couldn't connect to EA's servers.

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 15:11:12 GMT

Did you click on 'save settings'?

I would also try power cycling the affected devices after making the change.

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 15:15:15 GMT

Thank you, yes I did click on save settings and restarted the laptop. Is that what you meant? Or hold down the power button on/off type thing? TIA

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 15:29:04 GMT

Also onedrive won't connect. I'm going to have to unlink and try to sign in again. Nothings working. I can't even get into the sky news website

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 15:29:50 GMT

Yes, I meant restart the laptop. Is your router black or white? If it's a black router it could be a Q node not meshed causing your issue. If any aren't meshed (connected to the network) then that could block your internet connection.

On any Sky Q boxes navigate to the settings menu using your remote and check that you have ticks for both connection to broadband router and connected to internet.

If not you should also be able to see an option to reset network settings. Do this and then follow the instructions to connect your Sky Q box to Sky broadband. IE select connect to Sky BB and then press the wps button on the router until it flashes.

If you have the hub 6 (white) then it could be a WPA3 compatibility issue. This may need changing to WPA2 in the My Sky app WiFi settings.

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 15:31:23 GMT

It's the new white hub

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 15:35:12 GMT

OK, so not a Q mesh issue as these do not act as WiFi hotspots with this hub.

Find the option to change the security level to WPA2 in the advanced section of the WiFi tab in the My My Sky app.

Double check shield is off.

Restart the laptop again.

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 15:38:30 GMT

Also, it may seem obvious, but ensure you are connected to the Hub 6 WiFi, and not any other network which a WiFi extender could be broadcasting with your old network ssid.

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 15:39:12 GMT

Thank you. I'm sorry I can't find the advanced tab. I've gone into product settings and broadband shield but I can't see advanced?

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 15:44:21 GMT

Yes definitely connected to the right one but I get why you mentioned it thanks so much. Can't find the advanced tab in product settings broadband shirkd for the wpa setting. Am I looking in the wrong place? Thanks again.

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 15:52:57 GMT

Try this flow. Change to WPA2 in WiFi Security Level.

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 16:00:48 GMT

Thanks I'll try it

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 16:15:10 GMT

Max hub isn't in the product settings it's just not there

Re: Full fibre broadband issues

Anonymous — Tue, 19 Nov 2024 17:08:50 GMT

Try signing out of the MySky app and back in again.

Also try a hard reset of the router by holding the WPS button on the side for around 30 seconds. If it still doesn't populate then your hub might not be onboarded. You can try and manually onboard by scanning the QR code on the hub packaging if you still have it. Alternatively try this URL in your browser: https://www.sky.com/hub6setup

If this fails then we are out of options and you will need to get in contact direct with Sky to resolve any account or back office issues.

Re: Full fibre broadband issues

Karen+J+Davis — Tue, 19 Nov 2024 17:12:50 GMT

Thanks for all your help and patience. I really appreciate it. I'll try all those things but think I'm going to end up on the phone to them tomorrow.

Re: Full fibre broadband issues

Karen+J+Davis — Wed, 20 Nov 2024 09:39:42 GMT

Morning. Just wanted to let you know that I tried that link you sent me and everything is working perfectly !!! Thank you so much you absolute legend. You have the patience of a saint 👍🏻 I'm so grateful.

Re: Full fibre broadband issues

Penrow — Wed, 20 Nov 2024 10:39:22 GMT

Me too, installed on Monday and worked perfectly until early this morning, apparently there is an issue, not just me, which Sky are trying to sort.