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Discussion topic: Apple HomePod Won’t Connect to WiFi

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This message was authored by KAP81 This message was authored by: KAP81

Apple HomePod Won’t Connect to WiFi

Hi Support,

 

I'm hoping someone can support. I have Apple Home set up with 2 HomePod minis. Last Wednesday (end November 23) both devices stopped connecting to the WiFi. The HomePod's take their settings directly from the phone during set up by despite restarting them, resetting them to factory settings, the installation always fails when it gets to the WiFi settings. All other Apple devices. MacBook, iPhone, iPad, they all connect fine. It's just the HomePods. I've been through a pretty lengthy discussion with Apple (Saturday 2nd December) and it's not a software issue their side. As both HomePods stopped working on the same day it's highly unlikely it's a hardware fault. That leaves only changes to Broadband settings or software as the issue. I haven't changed settings so has Sky done something recently that would alter how the devices would link up to the WiFi?


Any help anyone can provide is much appreciated. Many thanks,


Best Answers
This message was authored by KevNewMedia This message was authored by: KevNewMedia Answer

Re: Apple HomePod Won’t Connect to WiFi

Posted by a Sky employee

Hi Everyone

 

We're grateful for the forum feedback that alerted us to the problem with some customers Apple HomePod's not connecting. Our engineers continue to work on the problem, and we thank you for your continued patience. 

Thanks
Kev
Community Manager

View this Answer within the discussion

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This message was authored by Chrisee This message was authored by: Chrisee

Re: Apple HomePod Won’t Connect to WiFi

Posted by a Superuser, not a Sky employee. Find out more

@KAP81 i have not seen any other similar reports around the Apple Home Pod minis but there sre similar reports concerning other similar devices from third party manufacturers. Can you post which hub you have and the firmware version you are running and tag my usernaame and I will draw Sky's sttention to this thread.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
KAP81
Topic Author
This message was authored by KAP81 This message was authored by: KAP81

Re: Apple HomePod Won’t Connect to WiFi

Hi @Chrisee ,

 

thanks for the swift response. Currently I'm running the SkyBroadband hub only. Details are:

 

Model: SR203

Firmware Version: 7.03.0500.R

DSL Firmware Version: A2pvfbH043p1.d26u

 

please advise if you need any more information.

 

Many thanks,

This message was authored by Chrisee This message was authored by: Chrisee

Re: Apple HomePod Won’t Connect to WiFi

Posted by a Superuser, not a Sky employee. Find out more

@KAP81 I have added the issue to the hidden thread discussing the apparent issue. Sky are looking into the issue as a priority but as yet not clear if there is a single fault affecting all devices. If I hear anything I will update the thread if one of the Sky forum managers doesn't.

 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
KAP81
Topic Author
This message was authored by KAP81 This message was authored by: KAP81

Re: Apple HomePod Won’t Connect to WiFi

Thanks @Chrisee, I've reasoned it can't be a fault with the devices as they all

faiked on the same day. A few weeks earlier the Sky Stream also failed requiring a new pairing to the Sky Broadband Hub. Not sure if it's related but that happened prior to the HomePods failing. That was resolved by physically pairing the devices using the switch in the hub itself.

This message was authored by Gazz2 This message was authored by: Gazz2

Re: Apple HomePod Won’t Connect to WiFi

I have exact same issue connecting my HomePod mini to the wifi. It lost connection about 2 weeks ago. I have tried resetting HomePod.

 

Took homepod to my parents home and connected perfectly fine to their wifi which is NOT Sky. Bring back home and can't connect.

 

Tweak a few settings on homehub such as only using 2.4GHz but no luck.

 

i would also be interested in the outcome here 😊

This message was authored by GessPuglielli This message was authored by: GessPuglielli

Re: Apple HomePod Won’t Connect to WiFi

Hi I was wondering if there is any update on this? I've experienced the same issue since Friday dec 1 🙁

This message was authored by RT4 This message was authored by: RT4

Re: Apple HomePod Won’t Connect to WiFi

Is there any update on this? I am also having the same issue. 

KAP81
Topic Author
This message was authored by KAP81 This message was authored by: KAP81

Re: Apple HomePod Won’t Connect to WiFi

No reply yet, waiting on an update from Sky but having spend a lot of time with Apple they've confirmed it is the broadband provider & hardware causing the issue. The Apple equipment is fine. Hoping for an update early this week.

This message was authored by RT4 This message was authored by: RT4

Re: Apple HomePod Won’t Connect to WiFi

@KAP81  Thanks for the update. Please let me know if you hear anything else. Very annoying as I now have 3 HomePods that won't work! 

This message was authored by GessPuglielli This message was authored by: GessPuglielli

Re: Apple HomePod Won’t Connect to WiFi

Solved! I spent an hour on the phone with Sky customer service and the gentleman on the other side was so good at making me try every possible fix. In the end, he realised that indeed it is a hub problem, so he ordered a new one. It arrived today (so quick!), I have just installed it and it's working with the Home minipods!!! 😀

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Apple HomePod Won’t Connect to WiFi

Posted by a Superuser, not a Sky employee. Find out more

@GessPuglielli 

I suspect your joy will be short lived. If the problem is linked to the widespread smart devices issue then your new hub will likely pull a firmware update in the next few days and put you right back to square 1. 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by mixel This message was authored by: mixel

Re: Apple HomePod Won’t Connect to WiFi

I'm having the exact same issue.. I have 5 HomePod minis connected to my sky hub and none of them will connect. All died on Dec 1st. 

I don't know what could've caused it but hope you can fix it. 😅

This message was authored by CiemnyRafa This message was authored by: CiemnyRafa

Re: Apple HomePod Won’t Connect to WiFi

I've got exactly same problem. HomePod mini disconnects and won't connect back again. Tried everything. I'm happy that it's not only my problem. 

This message was authored by RichardsonB This message was authored by: RichardsonB

Re: Apple HomePod Won’t Connect to WiFi

Hello - wave of hand here from someone else impacted by this issue!! Although I have somehow been able to connect one HomePod back but the other just will not work - any update on this yet? @Chrisee 

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