topic Re: Certain apps not working when connected to wifi in Broadband

Certain apps not working when connected to wifi

Just09 — Sat, 03 May 2025 22:27:25 GMT

Problem: Certain mobile apps like banking, trading, octopus energy and even sky official app not working when connected to sky wifi.

Everything works fine as soon as wifi is turned off.

I have been reading all posts for solutions and done the following already.

1. Turned sky shield off and restarted device, hub.

2. Changed to private dns (dns.google.com)

3. Switched sky hub 4.2 off and unplugged and restarted after 10 minutes

Did all the above and still apps downtown work including sky's official app.

I think it's a sky network filtering problem even with shield turned off from my end and only solution I can think of is getting a VPN. I'm not wanting to do that unless sky gives me a free one lol.

Any other solutions? Can customer service help?

Re: Certain apps not working when connected to wifi

Chrisee — Sun, 04 May 2025 06:18:42 GMT

@Just09 that is an unusual fault if Sky's network was blocking access to those sites the forum wiould be far far busier. Its not exactly clear what is the issue but I think you need Sky's assisstance so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Certain apps not working when connected to wifi

Tom-W19 — Sun, 04 May 2025 07:50:54 GMT

Thanks for escalating. We've sent an invite to @Just09.

Re: Certain apps not working when connected to wifi

glazie — Tue, 06 May 2025 15:55:07 GMT

Did you get an answer from sky for this as im having the same issues with certain apps on my android phone, including sky go.

Re: Certain apps not working when connected to wifi

Just09 — Tue, 06 May 2025 16:31:27 GMT

Not sorted yet. Waiting to soeak with sky agent in chat.

Re: Certain apps not working when connected to wifi

Just09 — Fri, 09 May 2025 11:32:47 GMT

I was sent a new sky hub 4.2 replacement hoped it would sort the problem out. Nope!

Banks, trading, Octopus, gaming, work related payroll website and wven actual SKY app - nothing working when connected to sky hub. As soon as it's off the wifi everything works. Also everything works with a VPN trial on sky wifi.

So my best guess is that this is a set shield issue even though I switched it off. Is there anyone who can reset and disable the bloody sky shield from the backend? if this can't be sorted I'd like to cancel my connection without having to pay a cancellation fee (I'm still within my cooling off period). Ball is in your court SKY

Thanks.

Re: Certain apps not working when connected to wifi

JimM1 — Fri, 09 May 2025 11:57:42 GMT

@Just09 Have you ever spoken direct to sky?

Re: Certain apps not working when connected to wifi

Just09 — Fri, 09 May 2025 14:23:28 GMT

3+ hrs on the phone with backend and two routers later, they can't fix it. Cancelled my contract although with some hesitation. The price was very good for 500mb on offer. Now need to resign up for the V smug fibre company.

Re: Certain apps not working when connected to wifi

Frank_Linadams — Sat, 31 May 2025 02:07:20 GMT

Hi.

I'm having the exact same issue - some of my apps (banking apps for example, but My Sky is also affected) are getting stuck on the loading screen and time out after a while. Seems to be limited to Android as my fiance's iPhone appears unaffected, while 2 Android phone and tablets do suffer from the same thing.
The issue goes away by either using VPN or mobile data - or by simply connecting to a wifi that is literally anything but Sky.
This thread seems to describe a very similar issue :
https://helpforum.sky.com/t5/Broadband/Can-t-update-or-install-apps-on-android-or-YouTube-not-working-properly-Yorkshire-area/td-p/4879520/page/16

I live in Horley (Surrey).

Re: Certain apps not working when connected to wifi

Frank_Linadams — Sat, 31 May 2025 17:56:01 GMT

Bump.

Is anyone else experiencing this?

Re: Certain apps not working when connected to wifi

RD20 — Sat, 31 May 2025 18:06:55 GMT

I am having the same problem.

BBC news app, My Sky + Others as soon as I turn WiFi off it works.

Only on android phones. I have a work IPhone and that os fine on BBC News app as a test.

I was on an old Sky Router and everything was fine. Now on WiFi 6 router and have the problems

Re: Certain apps not working when connected to wifi

Andyper — Mon, 23 Jun 2025 21:14:23 GMT

Am also having the same issue with WhatsApp and Roblox being blocked on iPhone / iPad but then they work fine when I disconnect my phone from WiFi. Have tried disabling broadband shield and checked all settings - this seems to be a common issue. Interestingly when I connect a Google nest unit into the back of the sky bb router and connect to that as a WiFi it actually works

Re: Certain apps not working when connected to wifi

Frank_Linadams — Mon, 23 Jun 2025 21:45:49 GMT

I've opened another thread about this issue earlier, where I actually managed to figure out the cause - IPv6. Just go to Advanced/LAN IP Setup/Enable IPv6 on LAN and set it to disabled. It solved it for me.

Re: Certain apps not working when connected to wifi

Andyper — Tue, 24 Jun 2025 05:45:20 GMT

Thanks - will give it a try this evening

Re: Certain apps not working when connected to wifi

Andyper — Sat, 28 Jun 2025 09:40:46 GMT

So - the IPv6 disable action fixed the issue with WhatsApp but much to my sons dissapointment it did not resolve his ipad connection to Roblox or another set of games. Additionally my wife could still not access UK Pinterest from her Mac via Wifi (interestingly my PC via ethernet could access Pinterest). I double checked the Sky Broadband shield settings and they are still disabled. To resolve i found that the following actions worked - which i had to apply to all iphones, ipads and Mac's in my house. Am stillnot 100% happy that i have had to do this but it was better than spending half a day on the phone to the helpline. I believe Sky needs to look at this. Anyway - it worked for me....

A. Change DNS Settings (iphone, ipad, Mac)

Go to Settings > Wi-Fi.
Tap the “i” next to your Wi-Fi network.
Scroll to DNS.
Switch to Manual, and add the same entries:
- 1.1.1.1
- 8.8.8.8
Save.

B. Disable Private Wi-Fi Address (ipad)

Still in the Wi-Fi settings (tap the “i”),
Toggle off Private Wi-Fi Address.
Reconnect to the Wi-Fi.

Re: Certain apps not working when connected to wifi

JimM1 — Sat, 28 Jun 2025 09:46:11 GMT

@Andyper You should turn on the iPv6 again also! See if you whatsapp is still tripping up!

Re: Certain apps not working when connected to wifi

pvcpro73 — Sat, 12 Jul 2025 11:30:19 GMT

This isn't really an answer to the problem since the issue was not resolved.

I am having the same issues since connecting a new (replacement) sky router

I am having to use my data instead of wifi which is going to start costing money if it's not sorted soon!

Re: Certain apps not working when connected to wifi

JimM1 — Sat, 12 Jul 2025 12:38:02 GMT

@pvcpro73 You may just have to get Sky involved to take a look at what you are doing, and if they have any advice to give you!

Re: Certain apps not working when connected to wifi

pvcpro73 — Tue, 15 Jul 2025 17:36:32 GMT

What's this?

Topic Author

This message was authored by:pvcpro73

Message posted on‎15 Jul 2025 06:35 PM

I think I have found the problem.

I decide to go back and start from scratch, unplugged everything from the router except the power supply, reset the router, only connect the ethernet cable from the ont into the router, all working great, set up all of the alexa and ring devices, able to use all apps on my mobile.

Then I thought i'd reconnect the rest of the set up one cable at a time to see if anything goes wrong, I connected the ethernet cable that goes to the gym which is basically a garden room, I have a second router in there which provides wifi for the gym and the garden, I went into the gym and connected to both available wifi connections, 2.4 and 5ghz. All good, went back into the house and auto connected to the home wifi, all bad, could not open the apps, etoro, duolingo, etsy seller.

Unplugged the gym cable from the router and all apps opened fine.

So it's when the supply to the second router is connected that the issues start, why would that be? There was never an issue before and I have had the second router set up for ages!

Re: Certain apps not working when connected to wifi

JimM1 — Tue, 15 Jul 2025 17:46:33 GMT

@pvcpro73 Could you open up and start your own post will be a lot easier to follow your multiple connections to other postings.