topic Re: Can't download or update applications over Wifi, works with Mobile Data in Broadband

Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Wed, 15 Jan 2025 11:36:11 GMT

Hi,

For the past four days or so every device in the house that is connected to the internet via Wifi has been unable to update apps or install new ones over Wifi via the Google Play Store. For video playback via Youtube every single video buffers at random intervals every single time eventhough the speed hasn't dropped once. All of the devices firmware are up to date. After running multiple speedtests, talking with Sky Support the connection from the ISP to the house is apparently fine and I am getting the expected speeds. There seems to be some kind of limitation associated with the wifi network settings but I'm not sure what. Running ping and tracert tests from my Desktop showed some DNS requests failing. Is this something that an engineer would be able to fix if I had one called over or is there any other advice you are able to provide to me?

Re: Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Wed, 15 Jan 2025 12:04:51 GMT

My router model is ER115

Re: Can't download or update applications over Wifi, works with Mobile Data

jamesn123 — Wed, 15 Jan 2025 12:21:05 GMT

@AmirAhmed

Have you checked your broadband shield is disabled?

Re: Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Wed, 15 Jan 2025 12:50:07 GMT

Sky Broadband shield is not enabled, so it can't be blocking any features.

Re: Can't download or update applications over Wifi, works with Mobile Data

jamesn123 — Wed, 15 Jan 2025 13:39:03 GMT

@AmirAhmed

With some services not accessible and you saying some DNS queries are failing I would probably try a different public IP next.

This can be done by uplugging the router for around 30mins-1hr.

Re: Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Wed, 15 Jan 2025 15:21:23 GMT

I've turned off my router for >1hr but sadly getting the same outcomes, this seems to be a widespread issue according to some of the other posts I've seen. Most likely some Ipv6 shenanigans on Sky side intefering with Google, Youtube, Discord. None of the applications installed on devices accessing the internet through Wifi are able to update, install and videos are constantly buffering. That is unless I switch to mobile data. Even updating programs such as discord whilst connected via ethernet doesn't seem to work on my desktop. The whole time my speed and connectivity to Sky Broadband is all in the green.

Re: Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Wed, 15 Jan 2025 16:06:37 GMT

I appreciate the time you've spent on trying to help with this. Is it possible for this issue to be raised to the Sky networking team? I hope they are made aware of it at the very least.

Re: Can't download or update applications over Wifi, works with Mobile Data

jamesn123 — Wed, 15 Jan 2025 16:09:19 GMT

@AmirAhmed

I have asked the question in our private boards to Sky to see if they are aware of anything thats happening right now

Re: Can't download or update applications over Wifi, works with Mobile Data

deadpan11 — Wed, 15 Jan 2025 17:03:02 GMT

Hi There

I am having the same issue, cant update via wifi on the play store. I have to do it via mobile data. After loads of troubleshooting (including buying a new phone) I'm still not able to fix the issue. Various forums I've visited also suggest an IPv6 issue, my router states its working but when I run an IPv6 test it comes back as not supported.

Re: Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Wed, 15 Jan 2025 17:06:41 GMT

Contrastingly, my IPv6 test comes back as supported and working. But the same issue persists.

Re: Can't download or update applications over Wifi, works with Mobile Data

Wez2001 — Wed, 15 Jan 2025 20:22:45 GMT

Can confirm having the same issue for the same amount of time, 3/4 days. I'm using an TP-Link AX75 with Sky FTTP 1GB so not supported.

What I've tried

- Switched DNS servers at router level IPv4 and IPv6

- Renewed Public IP Address

- Enabled/Disabled IPv6

- Tried MTU size 1472 (just incase)

- Ran IPv6 and v4 tests all showing as passed from devices with issues.

I haven't changed anything network side before this issue started and everything was working fine. Which makes me think it's a change upstream with Sky's networking.

Re: Can't download or update applications over Wifi, works with Mobile Data

billyb3012 — Wed, 15 Jan 2025 23:52:15 GMT

Similar problem with Sky Go and Play Store over wifi. With Sky Go it's only watching live TV that does not work. It buffers on 0%. Play store cannot install or update apps. Everything fine using data SIM card in tablets/phone. I have spoken to several different clueless people but so far only been sent a new router which doesn't solve the problem either. Totally peed off with this.

Re: Can't download or update applications over Wifi, works with Mobile Data

billyb3012 — Thu, 16 Jan 2025 00:30:23 GMT

As an afterthought, checked Samsung Galaxy Apps and they install and update with no problems. Strange ?????

Re: Can't download or update applications over Wifi, works with Mobile Data

AmirAhmed — Thu, 16 Jan 2025 09:53:21 GMT

Is it possible to get any kind of update or communication from Sky on what they're doing currently about this issue? If they've found the cause or when we can possibly expect a solution?

Re: Can't download or update applications over Wifi, works with Mobile Data

TheJools — Thu, 16 Jan 2025 20:32:41 GMT

its likely the same localised issue

Answered: Re: Sky go | Sky Community

I would suggest you complain as the call centre staff are just blaming equipment and sending routers out

Contact Sky | Sky.com

Re: Can't download or update applications over Wifi, works with Mobile Data

markw1974 — Fri, 17 Jan 2025 09:48:45 GMT

Having the same issue have gone down the new router path but made no diffrence. Will try calling sky again today. Don't hold out much hope for a quick resolution

Re: Can't download or update applications over Wifi, works with Mobile Data

billyb3012 — Fri, 17 Jan 2025 11:59:29 GMT

Complain made via email and am on the phone now waiting for the retentions team. If this isn't sorted then me and my £120 a month are offskis.

Re: Can't download or update applications over Wifi, works with Mobile Data

richclever — Sat, 18 Jan 2025 15:07:32 GMT

Having the same issue here on our mobiles and when trying to watch anything on our SkyQ box that requires downloading. Any update on this?

Re: Can't download or update applications over Wifi, works with Mobile Data

richclever — Sat, 18 Jan 2025 15:32:34 GMT

Oh, and I'm in Leeds so same locality. I've just installed my VPN on the phones and that works so it's defiitely something Sky network related. Waiting a week is ridiculous when lots of our Sky services we pay for are now unusable.

Re: Can't download or update applications over Wifi, works with Mobile Data

Nevershaydie — Sat, 18 Jan 2025 17:49:31 GMT

Having the exact same issue here.

Sky WiFi is preventing Google Play store from downloading/updating apps. Works on mobile data. Other app stores are fine. Tried literally everything.

Will keep an eye on this thread. Would appreciate any solution when somebody hears anything from Sky.