New Sky hub 4 issues

[del70]

I had Sky q installed last week and it really slowed down my wifi. I was advised that the new router would be better so I upgraded for an extra £5 a month. Even though my speeds are a bit better I am having some issues. Pictures on the BBC app won't load, I can't watch Twitter videos or see pictures and my google play store won't load apps.

I have tried clearing the cache, removing cookies, restarting devices etc. but that hasn't rectified the situation. I am assuming it won't take time to 'settle' as  just changed roouter and had sky broadband before. Any help/advice would be appreciated but I hope I'm not paying £5 a month extra for worse service! Thanks.....

[Tom-W19]

Hi @del70 

Thanks for your post.

What devices are affected?

Have you checked whether you have Broadband Shield enabled?

As this can block things like apps on phones.

Have you ran a line test on sky.com or the MySky app to check the connection?

Let me know and i will help anyway i can.

[del70]

Hi @Tom-W19  thanks for the reply. It seems worse on my android phone. 

I didn't have broadband shield enabled in the first place. All the tests say everything is fine.  That's why I am at a loss. This never happened with the old router. Thanks for your help.

[Tom-W19 · Accepted solution]

Hi @del70 

Thanks for your reply.

Do you get the same issues (BBC app not loading, twitter pictures not loading etc) on more than one device?

If it's your phone that's mainly affected, press/hold reset button on back of the router for 10-15 seconds (or until you have a single red light) then go to the Wifi Settings on your phone, click on Forget Network on your Wifi then reconnect and it should prompt you to enter your password again.

This will force your phone to connect to a new Wireless Access Point which can sometimes improve speed and stability of the connection.

Hope this helps and stay safe.

[del70]

Thanks for that. Would that also disconnect all of my other devices as well? Thanks. 

[SDB99]

Did this problem get resolved?  Since installing a new hub last week, I've got exactly the same problem - images do not load on BBC, Twitter, Guardian app, etc.  from Andriod.  It's not the device as if I disable wifi on my phone and use 4G, the images load immediately. 

[Cheesemeup]

Hi, I'm also having issues with this. I use an android phone & connect to my Sky Broadband router. I have issues loading images on twitter & data on other apps - such as email. these then load when i switch off wifi. I have tried resetting wifi & disconnecting other devices from the wifi. My p artner on android appears to have the same issue, but our housemate using an iphone doesn't have this issue. I also don't have this issue on my work computer.

Is this a known issue with sky broadband, or is it likely to be Android related?

[lcmjb03]

Since reeiving the new hub I cannot access certain apps on my phone, cannot access Twitter on ANY device. If I disable wifi on the devices and use mobile data, everything is fine. It's very annoying as everything was fine before new installation.

[IVP]

In case this of use to anyone on this thread...

I was having issues with some apps on my android device that were taking an age to load.

I swtiched off "Enable IPv6 on LAN side" in the  router settings Advanced > LAN IP Setup and my issues were resolved. Probably a bit of sledgehammer approach, but it worked.

[Kld1988]

Thanks very much this worked perfectly for me. Been suffering with images not loading in apps and sluggish apps for ages!

[John+Da]

Thanks for the suggestion - I had the same issue and this fixed it for me

But as a non-techie person I don't actually know what I have changed.  Anyone able to explain and could it cause any other issues?

Cheers

[MSLover]

Hi having same issues with connectivity on two different Android phones and fire TV stick (Android too!)

It's as if there's no internet connection, again as others have said, switching to mobile broadband fixes the issue, but I'm paying for a service I'm not getting.

I've done 2 full factory resets with no improvement.  

Sky haven't been able to help as theres no issues on the line and the wi-fi appears to be fine.

I'll try the IPv6 hack and report back, be interesting if this is the "fix"

[Andy1.9]

I was told to upgrade to new sky hub

 4 they sent me through the post and all I seem to do is get an amber light on the Internet my other sky Rueter works perfectly fine and I can get no sense out of the sky and even even charge me for this

[Allie1]

I've had the same problem with my new hub. I upgraded and since then Internet connection keeps dropping. Its a real pain when working from home let alone when trying to watch something on Netflix. I've reconnected at least 50 times today. I've restarted at least 3 times but nothing has helped. I'm regretting having upgraded as I never had this issue before.

[Goonerlee]

You absolute ledge