Apps running slowly

[ON1993]

I've moved to Sky Fibre 500 this week and a bulk of devices seem to be running okay (laptop, Xbox, Alexa etc). However, my mobile device is now lagging with apps such as WhatsApp, Facebook, Instagram and even my web browser. I have seen a few different discussions touching on this but don't really understand what solution anyone actually managed to find. 

Before I get in touch with Sky and inevitably get sent a new router or something, can anyone suggest what to do? I tried taking a look at the IPv6 setting and turned it off but it didn't make much of a difference. 

[Me134]

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@ON1993 wrote:

I've moved to Sky Fibre 500 this week and a bulk of devices seem to be running okay (laptop, Xbox, Alexa etc). However, my mobile device is now lagging with apps such as WhatsApp, Facebook, Instagram and even my web browser. I have seen a few different discussions touching on this but don't really understand what solution anyone actually managed to find. 

Before I get in touch with Sky and inevitably get sent a new router or something, can anyone suggest what to do? I tried taking a look at the IPv6 setting and turned it off but it didn't make much of a difference. 

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Perhaps start by turning off broadband shield https://www.sky.com/myaccount/bb-and-talk/broadband-shield or through the MySky app.

Is this within the same room as the Sky router or is it more of a weak wifi issue?

[jamesn123]

Hi @ON1993 

Depending on what brand your mobile device is, you may need to either switch Sky Broadband shield off, or disable Apple iCloud relay. 

[ON1993]

I've followed a lot of the tips shared online including turning off the Sky Sheild, turning off the IPV6 setting, restarting the router etc. My actual connection is fine on all devices in all rooms, but the speed on both Android and Apple mobile devices is awful, some apps are painfully slow. My Xbox is running fast, my Sky Q box is too, as is my work laptop. There appears to be a fault either with the WiFi router connectivity to mobile devices or something. 

[ON1993]

See my other reply on this thread, but I have tried these. I am Android (newest Samsung S26 Ultra) the Wife is on an iPhone 16. We are both experiencing the same issues but only on mobile devices. Contacted Sky and all they tried to do was sell me Sky Max which I think is poor given this is a fault they should investigate and not what I signed up for. If they don't resolve I will just leave.

[Me134]

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@ON1993 wrote:

See my other reply on this thread, but I have tried these. I am Android (newest Samsung S26 Ultra) the Wife is on an iPhone 16. We are both experiencing the same issues but only on mobile devices. Contacted Sky and all they tried to do was sell me Sky Max which I think is poor given this is a fault they should investigate and not what I signed up for. If they don't resolve I will just leave.

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As James said earlier, on the iPhone, disable Apple iCloud relay.

On your Samsung:-

Open Settings > Connections > Wi-Fi.

Tap the three dots (top right) and select Intelligent Wi-Fi.

Scroll to the bottom and tap Intelligent Wi-Fi multiple times until Connectivity Labs is enabled.

Enter Connectivity Labs, look for the Wi-Fi 7 toggle or "Enhanced Compatibility Mode," and turn off Wi-Fi 7

[ON1993]

Thanks for the tip. I tried this and there has been no improvement unfortunately. Interestingly, within Connectivity Labs it said on the stats I hadn't spent any time connected to WiFi 7 (0 minutes) and that I had mostly been connected to WiFi 5 or 6. As I look at my phone now, the WiFi symbol is showing a 6 most of the time which I assume is WiFi 6? Any other suggestions? 

[ON1993]

See image below. Is there maybe an issue because I am connecting to the 2.4GHZ so much? 

 

[Me134]

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@ON1993 wrote:

Thanks for the tip. I tried this and there has been no improvement unfortunately. Interestingly, within Connectivity Labs it said on the stats I hadn't spent any time connected to WiFi 7 (0 minutes) and that I had mostly been connected to WiFi 5 or 6. As I look at my phone now, the WiFi symbol is showing a 6 most of the time which I assume is WiFi 6? Any other suggestions? 

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It looks like you have the Sky Max hub which doesn't have WiFi 7 (or even 6E as it's only 6 and down), that's presuming all of those stats are from home.

The Max hub tends to go for high frequency bands (149 especially) which Samsungs haven't particularly liked since the S23 and Sky locked down the Max hub to a ridiculous extent so you can't change that, bar turning it off for a couple of minutes. This causes the Samsungs to bounce between WiFi 4, 5 & 6 causing lag. It may use a lower band when rebooted but will probably change back at some point.

You used to be able (I think) to disable either of the 2.4Ghz or 5Ghz bands within the MySky app but it appears they've now locked that down to either turning both off entirely or having both. If you try, it reboots the router and re-enables both (I've just tried it). Just checked the web browser access and the 2.4Ghz band is greyed out so I can't change it at all, the 5Ghz band is accessible (although the band change option is greyed out), it looks like I can disable it entirely but not got time right now to try. 

The only other thing (bar buying a decent router or turning off the max wifi after setting up a mesh system) is perhaps to try turning off the wifi power saving mode.

Open your phone's Settings and tap Connections.

Tap Wi-Fi, then tap the three dots (or Intelligent Wi-Fi) in the top right corner.

Turn off Wi-Fi Power Saving Mode

As for your other half's iPhone I can't help beyond considering the above and checking it's settings for similar otions.

[ON1993]

Contacted Sky. Issue escalated and assured an engineer would be in touch within 72 hours to investigate. Silence. Will consider leaving