Apps running slowly

[Chrisee]

@ON1993 I agree therecdo seem to be an increase in reports of lag even where the wifi seems good. Can you try something power down your Sky hub for an hour to see if thst sorts the issue? I amwondering if the problem is at Sky's server where a node is running very slowly if thst is the problem shutting down for an hour should sort it..

[BGSGGOW]

Exact same issue unfortunately. Convinced to move to Sky from Virgin and I wish I hadn't bothered. 

Broadband speed is fine, however anything via mobile phone when it's connected to the wifi either doesn't load at all or is very, very slow.

I initially thought it was the wifi coverage, but eve right next to the router it's the same - apps work perfectly when you disconnect from the Wifi (Google Pixel 10 Pro).

Not particularly happy as a new customer and really don't want to spend an extended time on the phone for something that should just work.

[ON1993]

Feel your pain completely, I have had numerous phone calls and no solution provided yet. Wonder if Sky ever will monitor this feed? 

[Sgriff91]

Don't suppose you've found a fix yet? Last time I was with sky the broadband was excellent. Just signed back up with them and both mine and the wife's phones are mega slow. It's like loading pages on 3G!

[ON1993]

Called them AGAIN on Wednesday, still no response since my call. Made them aware this isn't just an isolated issue to me. They really aren't interested. How do you escalate a complaint with Sky?

[DarcieSaffron]

I've had the exact same problems. Upgraded a couple of weeks ago and had this problem ever since. Been in a private chat with them for 3 days now and nothing is getting sorted. Clearly a problem with the router but the customer service is shocking! Very tempted to leave whilst in the cooling off period.

[Me134]

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@ON1993 wrote:

Called them AGAIN on Wednesday, still no response since my call. Made them aware this isn't just an isolated issue to me. They really aren't interested. How do you escalate a complaint with Sky?

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Use the 'Mail Us' option (it's actually an online form) under whichever category applies. It's not the quickest option as it can take weeks to resolve but you'll have a trail to follow if necessary. Include all possible details such as how and when you contacted them including any phone numbers or email addresses used (including yours).

https://www.sky.com/help/articles/how-to-make-a-complaint

[CrudeLobster30]

We had this problem and tried everything, only fix we found was to use a third party router and remove the sky hub completly from the setup. Everything loads quickly with no lag anymore so it's definitely something to do with the sky max hub

[Lusa737]

Joined sky last week and have the same issue. What router did you go with to solve the problem? 

[CrudeLobster30]

Tp link ax10 as it's the only spare router I had lying around. Just plugged it in and ran it threw the setup wizard and it's been working every since. I didn't need to enter any usernames or passwords for sky, I'm guessing the TP link setup wizard takes care of that.

[Humphrey01]

Ditto

Took morning off work today to wait in for sky engineer who cancelled 10

mins before end of timeslot.  I had text from sky apologising so i asked them to note that I have concerns and am considering leaving during this cooling off period. He gave me a number so i called but (and not the persons fault) he couldn't understand what i was asking him to do and then ironically I lost signal! 

Im so frustrated as the sky speed tester says 

im getting a good enough speed but my phones lagging is telling me otherwise 

[ON1993]

Yep, they're a joke. I have an expected call this evening, I highly doubt I will recieve it. I've shared via the email complaint system this community thread as others are clearly having issues. They just simply aren't interested

[Han-]

I've just come off the online chat with an assistant. They're going to send out new equipment.

We'll see if it's a hardware issue. Failing the new Sky equipment working, I'll look to get a new router.

[Rossco55]

I'm with sky for around 3 weeks moving from BT and have the exact same problem. Tv is fine, ps5 is fine etc but apps on my phone are poor, especially WhatsApp and loading comments on twitter/insta takes around 5 seconds to load. 

did you find a solution?

[Webfoot]

I'm having the same problem as everybody else, apps on mine and my wifes phone are running painfully slow and most of the time they just time out and say there is no connection, mobile banking is near impossible. 

This hasn't always been the case though. I've been with sky broadband for just over a year and everything was working fine untill about mid July, I came home from work one day and noticed my wifi name had been restored back to it's default name (I had renamed it) and all my port forwarding rules had been deleted.

Sky have definitely changed something, probably pushed a router firmware update and borked everything up. I'm going to phone them this Saturday.. should be fun.