Discussion topic: Broadband shield not working - says "Sorry, something went wrong"
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Message posted on 19 Jul 2025 08:26 AM
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Broadband shield not working - says "Sorry, something went wrong"
Got reconnected to Sky yesterday - broadband is working well, but I cannot access Sky Broadband Shield. I have checked the forums and tried different devices and browsers but always getting the samer message "Sorry, something went wrong". I did notice my sky VIP says I am a new customer, but we've been with Sky on varous products (TV, Broadband and mobile) for 20 years.
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All Replies
Message posted on 19 Jul 2025 08:49 AM
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Re: Broadband shield not working - says "Sorry, something went wrong"
@EoinMcF looks like you maybe signing in with the wrong Sky id as only the account holders id allows changes to Broadband Shield. If you are certain you are using the right id call Sky as they need to sort the permisiions for you.
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
Message posted on 19 Jul 2025 02:35 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
I have used the correct ID and am logged in fine on website and apps. However I have wasted four hours so far today trying between their 'help' bot and endless help pages and phone numbers that are dead ends - this is awful! 😡 😡
Message posted on 19 Jul 2025 02:37 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
I've been a Sky customer for 21 years and have only just taken up its broadband. No proper help available for Sky Broadband Shield
Message posted on 19 Jul 2025 02:47 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
@EoinMcF You may have been a sky customer for so long, but until you have your broadband linked to your account then you nay not see anything at all about it. Normal sign's like you report is it is NOT linked!
Message posted on 20 Jul 2025 05:18 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
went into Sky shop - they checked and I somehow I have two sky accounts with same log in and password and address - a new one was oped for the broadband. They then told me I can't get Broadband Shield but should get Sky Wifi Max so I took the extra cost. This has *not* sorted the problem. Can I please have this escalated and technical help assigned.
Message posted on 20 Jul 2025 05:32 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:
This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.
If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
Message posted on 21 Jul 2025 08:36 AM
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Re: Broadband shield not working - says "Sorry, something went wrong"
Thanks for escalating this. We’ve sent EoinMcF an invite to chat.
Please be aware conversations automatically close if there is no response within 48 hours.
Lisa - Sky Tech Team Expert
Message posted on 25 Jul 2025 09:37 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
Message posted on 26 Jul 2025 06:53 AM
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Re: Broadband shield not working - says "Sorry, something went wrong"
@Shortsharpturn you need to call Sky as sorting the ids out has to be done over the phone. When calling decline offers of help from the bot and you should be routed to a human agent.
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
Message posted on 26 Jul 2025 07:15 AM
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Re: Broadband shield not working - says "Sorry, something went wrong"
Sky got in contact via DM. Told me they can't merge the accounts or resolve the sky shield issue and advised I could cancel the miss-sold Sky Boardband Max add-on myself via a link for cancelling broadband (I didn't because the link looks like I'd be cancelling my broadband completely and it's essential for my work). Really poor customer service.
Message posted on 26 Jul 2025 07:21 AM
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Re: Broadband shield not working - says "Sorry, something went wrong"
@EoinMcF I suspect there is a misunderstanding the chat agents cannot resolve id issues as they cannot take customers through the extended id security process on line it has to be done over the phone. Where the phone agent cannot complete the process they can refer the issue to a back office team but it is extremely rare that you would be advised to cancel.
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
Message posted on 14 Oct 2025 12:39 PM
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Re: Broadband shield not working - says "Sorry, something went wrong"
I too am having this issue and have had for several years. It occurs across multple devices (Windows, Mac, iPad/iPhone) and using multiple browsers. I can see all of my billing acount account information when logged in so it is the correct account.
Not having the option to enable Shield myself his has not been a problem in the past as I was able to call Sky and have them enable Sky Broadband shield for me. However, I discovered a couple of weeks ago that the filter is no longer working.
The reason I have the filter is that I have two young childen and do not want them to stumble across elicit content.
I have spent two weeks with Sky going round in circles until today I was told there is no issue, there is no escalation procedure and the problem is with all of my devices! Truly astounding.
This is a deriliction of duty on Sky's part and as such I have raised a complaint to onlinesafetycomplaints@sky.uk.
I encourage you to do the same.
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