Broadband shield access

[E0in]

Unable to access broadband shield setting via the website or my sky app - getting the "sorry, something went wrong" error.

Account/product is linked.

Wait time when calling sky has been excessive every time I've tried.- can anyone assist in having this escalated so can 

[JimM1]

@E0in There is nothing, you just have to persist with calling! Try the link below, sign in to your account when prompt ask's and see what comes up for you!

https://www.sky.com/myaccount/bb-and-talk/broadband-shield

[E0in]

@JimM1  do you know is it correct that broadband shield is only applicable to UK customers, and not Ireland?

If that's the case I guess it's not relevant to me.

I was suspecting it could be the likely cause of our broadband getting very slow every evening after 6pm, but if that is not in use on Irish accounts, then is an ove

[JimM1]

@E0in Sorry do not know if it is or not, would be very surprised that sky was not using it as a filter control for age constraint, if you are getting slow down in peak time with speed and the rest off the time you are fine, BB shield would have NOTHING to do with that anyway.

What is your normal down/up like when working well as to the time issue values!

[E0in]

@JimM1 

Normally, during the day I get perfect connection, say 495mb up/50mb down.

Every evening now, the connection is affected in a strange way. The speed on a connected device will show say 180mb up/45mb down for example, still a very respectable speed, however devices specifically streaming video are massively affected, to the point that video can be streamed in low quality only, or not at all. It's the same time every evening that it occurs, and is very reminiscent of the issue in 2024 where there was a known issue affecting connections every evening, but the speed tests went to tiny figures back then.... It's suspiciously like video streaming specifically is being throttled.

This evening, for example, I found that connecting to a mobile phone hotspot which was getting a meager 6mb up/4mb down was far more reliable than connecting to the sky broadband which was supposedly doing 274mb up/48mb down over a wired connection.

[JimM1]

@E0in Ok got you, here is a linked very detailed speed test program linked below, run it on a good time and see how it does, with the sky Broadband hub think you can BQM that one, will attach one off mine so you can see also this is a typical for me but i am using all Asus on a sky FF500 connection!. Picture you will see when cleared for viewing, thinkbroadband.com BQM....

Speed test look at ping times for up down and if you are getting a lot off packet loss!

https://speed.cloudflare.com/

BQM that ended other day

[JimM1]

@E0in Just a quick question are your up/down rates the correct way, have no IDEA what ROI is like, but in the UK a FF500 is 500Mb/s down with a 70Mb/s up rate!  

If Sky customers are on a CF City Fibre connection in the UK they get a symmetrical feed so it would be like 500/500 same up down ratio, give or take!

Typical one off mine all the time linked.

https://www.speedtest.net/my-result/d/f6d5b6e1-fa32-4699-81cd-adefae64d136

[E0in]

@JimM1 

Apologies, yes I was quoting the up/down in reverse order there in previous post - its a full fibre 500 connection, so typically during the day, will get between 475 and 500 DOWNLOAD speed on a wired connection.

I've been running the BQM and speed tests these since last night - I'm not sure how to interpret the results but feel like you can see a change in the evening after 6pm anyways - these tests were all dont off a wifi connection rather than wired, so as to be more indicative of what the wrieless devices are seeing. The drop in performance (to the point that only low quality video can be streamed if at all) is across multiple devices though, so not device specific.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c88073d12efea95a25613b22ff90a3a48f... 

Date                                      Down HTTPx6     Down HTTPx1    Upstream

Tue 20/01/2026 21:13         34.18 Mbps         2.21 Mbps        3.54 Mbps

Tue 20/01/2026 21:02        35.39 Mbps       3.93 Mbps        4.83 Mbps

Tue 20/01/2026 20:04     130.81 Mbps       8.35 Mbps        7.85 Mbps

Tue 20/01/2026 00:51     124.55 Mbps    118.58 Mbps     48.59 Mbps

[JimM1]

@E0in Will keep an eye on your share and will be tomorrow before i get a better idea from the graph picture, after this will let you know the thoughts on that matter at hand! It's all going to be about the packet loss and the time period / periods shown so that may take a few day's to all be pinned down against your system! Got one Running until sunday so have linked mine below for you!

My live BQM 

[E0in]

@JimM1 

Thanks for the help Jim - armed with all the BQM and speed test data so far it eventually occurred to me to throw it all into chatgpt, and it is pointing hard toward the issue being backhaul congestion on the Sky network, which makes completed sense given that I havent had this issue in the last two terms with Vodafone, and its recurred to varying degrees in both terms with SKY, despite it always being the same fibre line. So will continue to monitor and hoepfully that will give enough evidence to show the line is not fit for surpose unless they are able to uprgrade somehow.

[JimM1]

@E0in That does throw a little more light on the subject with you having had Fibre ie the same on a previous ISP's connection, what sky Hub do you have connected on the system right now, you also have to remember when looking at my live connection that it is to a 4 Node Ai mesh Asus network, so NOT much to slow the sucker down in the slightest hardware wise as i keep it all in tip top condition!

The thinkbroadband site also has an section for how to look at and interpret the graphs, gives you the idea but that is all, questions get asked, and there will require further can you do this as a test etc, some you will like and some you will hate, the quick look is the obvious, your network is virtually not used during the quite period so does look like no one home then so no stretch on it, see my graph as compaired to yours all the little yellow spikes active through the 24hr period ie always something going on....

[JimM1]

@E0in Not seeing much apart from your sky Hub is either getting very busy at the peak period for internal, the network is getting starved externally, so your next step has to be what you need to do first, for me i would be having a night off with minimal control and connection on the sky hub to see what is going on, your BQM has stopped running and not reporting did you set it up to run over a couple days?

Network is completely shared, that i have no idea about your actual devices, how you are all connected, what is going on etc, so what is actually causing you packet loss, can also be completely internal ie something causing packet's to fail and therefore requested for a retransmisson, so you may just have to look at what is going on home wise, and that may also be to start with a replacement sky hub if you are thinking that is the issue.... Would take a look at you hub logs, and also monitor the stat's in the peak period, the live 10 second interval will let you see how busy the wan interface is, from that you will also see if the hub is not doing it's normal oops if lan/2.4/5 is sending the packets and speeds etc! 

Looking at the hub, would be best direct connected Ethernet to it, fastest and best way to look at the hub, keeps everything else minimal when looking at it!