topic Re: Apps not loading in Broadband

Apps not loading

JC0656 — Wed, 15 Oct 2025 14:56:00 GMT

I have 3 apps that won't load via WiFi on a Honor 400 Pro, yet they connect through mobile data. Can any one advise, I tried uninstalling the apps and re installing them but the same thing happens. Thanks.

Re: Apps not loading

JimM1 — Wed, 15 Oct 2025 15:26:40 GMT

@JC0656 Are you a new sky customer, but would go look at the product setting for your Broadband shield just in case!

Re: Apps not loading

JC0656 — Wed, 15 Oct 2025 15:55:15 GMT

Hi, No been with Sky a while, I'm only having the issue with 3apps, being, MySky; Hive and Airtime Rewards.

Re: Apps not loading

jamesn123 — Wed, 15 Oct 2025 16:09:36 GMT

Hi @JC0656

This is typically caused by broadband shield, however if they are obscure apps it could be something else too. As mentioned, trying disabling broadband shield first.

Re: Apps not loading

JC0656 — Wed, 15 Oct 2025 16:19:53 GMT

Hi Jamesn123, I wouldn't have thought that My Sky or Hive would be an obscure apps. But, thanks for your suggestion, I will change it to see if it solves the issue.

Re: Apps not loading

jamesn123 — Wed, 15 Oct 2025 16:28:05 GMT

Hi @JC0656

Your right, they are not obsure apps, I missed your second post about which apps they were. Try the broadband shield option first, then let us know if that works or not

Re: Apps not loading

JC0656 — Wed, 15 Oct 2025 17:00:56 GMT

Hi jamesn123, I will try. Strangely my wife doesn't have an issue with opening the Hive app on her phone.

Re: Apps not loading

DomCoop7 — Wed, 15 Oct 2025 19:17:54 GMT

I have had the exact same problem (I opened another thread) but also randomly affecting Netflix and Prime. I have tried disabling broadband shield, will see how I go

Re: Apps not loading

JC0656 — Thu, 16 Oct 2025 08:10:59 GMT

Hi DomCoop7

I've set my broadband shield to custom, the apps I was having issues with are now loading. This needs to be looked into by Sky, as surly it should not be affecting the MySky app.

Re: Apps not loading

jamesn123 — Fri, 17 Oct 2025 14:30:27 GMT

@JC0656

Agreed, the issues with the Shield being too agressive initally has been raised before but Sky havent made any changes yet

Re: Apps not loading

JC0656 — Fri, 17 Oct 2025 14:41:13 GMT

@jamesn123, Even though I changed the settings I'm still having issues. It's not just apps it's affecting I'm also having issues opening some web pages/links, which can be quite frustrating.

Re: Apps not loading

jamesn123 — Fri, 17 Oct 2025 14:51:23 GMT

@JC0656

Did you try turning it off completely rather than adding exceptions

Re: Apps not loading

JC0656 — Fri, 17 Oct 2025 15:34:58 GMT

@jamesn123, Yes. I've given up to be honest, quicker for me to turn off WiFi and do what I need to do do via mobile data.

Re: Apps not loading

JC0656 — Fri, 17 Oct 2025 16:16:55 GMT

@jamesn123

@DomCoop7

@JimM1

It does appear that Sky's broadband shield is the culprit. Rather than disabling the feature, I set mine to 18 and everything seems to be functioning.

Re: Apps not loading

JimM1 — Fri, 17 Oct 2025 17:50:17 GMT

@JC0656 That will be it, sky say's allow a couple off hours to take effect and i always say leave it 24hrs!