Can't download or update applications over Wifi, works with Mobile Data

[AmirAhmed]

Hi,

For the past four days or so every device in the house that is connected to the internet via Wifi has been unable to update apps or install new ones over Wifi via the Google Play Store. For video playback via Youtube every single video buffers at random intervals every single time eventhough the speed hasn't dropped once. All of the devices firmware are up to date. After running multiple speedtests, talking with Sky Support the connection from the ISP to the house is apparently fine and I am getting the expected speeds. There seems to be some kind of limitation associated with the wifi network settings but I'm not sure what. Running ping and tracert tests from my Desktop showed some DNS requests failing. Is this something that an engineer would be able to fix if I had one called over or is there any other advice you are able to provide to me?

[AmirAhmed]

My router model is ER115

[jamesn123]

@AmirAhmed 

Have you checked your broadband shield is disabled?

[AmirAhmed]

Sky Broadband shield is not enabled, so it can't be blocking any features. 

[jamesn123]

@AmirAhmed 

With some services not accessible and you saying some DNS queries are failing I would probably try a different public IP next. 

This can be done by uplugging the router for around 30mins-1hr.

[AmirAhmed]

I've turned off my router for >1hr but sadly getting the same outcomes, this seems to be a widespread issue according to some of the other posts I've seen. Most likely some Ipv6 shenanigans on Sky side intefering with Google, Youtube, Discord. None of the applications installed on devices accessing the internet through Wifi are able to update, install and videos are constantly buffering. That is unless I switch to mobile data. Even updating programs such as discord whilst connected via ethernet doesn't seem to work on my desktop. The whole time my speed and connectivity to Sky Broadband is all in the green.

[AmirAhmed]

I appreciate the time you've spent on trying to help with this. Is it possible for this issue to be raised to the Sky networking team? I hope they are made aware of it at the very least.

[jamesn123]

@AmirAhmed 

I have asked the question in our private boards to Sky to see if they are aware of anything thats happening right now

[deadpan11]

Hi There

I am having the same issue, cant update via wifi on the play store. I have to do it via mobile data. After loads of troubleshooting (including buying a new phone) I'm still not able to fix the issue. Various forums I've visited also suggest an IPv6 issue, my router states its working but when I run an IPv6 test it comes back as not supported.

[AmirAhmed]

Contrastingly, my IPv6 test comes back as supported and working. But the same issue persists.

[Wez2001]

Can confirm having the same issue for the same amount of time, 3/4 days. I'm using an TP-Link AX75 with Sky FTTP 1GB so not supported.

What I've tried

- Switched DNS servers at router level IPv4 and IPv6

- Renewed Public IP Address

- Enabled/Disabled IPv6

- Tried MTU size 1472 (just incase)

- Ran IPv6 and v4 tests all showing as passed from devices with issues.

I haven't changed anything network side before this issue started and everything was working fine. Which makes me think it's a change upstream with Sky's networking.

[billyb3012]

Similar problem with Sky Go and Play Store over wifi. With Sky Go it's only watching live TV that does not work. It buffers on 0%. Play store cannot install or update apps. Everything fine using data SIM card in tablets/phone. I have spoken to several different clueless people but so far only been sent a new router which doesn't solve the problem either. Totally peed off with this.

[billyb3012]

As an afterthought, checked Samsung  Galaxy Apps and they install and update with no problems. Strange ?????

[AmirAhmed]

Is it possible to get any kind of update or communication from Sky on what they're doing currently about this issue? If they've found the cause or when we can possibly expect a solution?

[TheJools]

its likely the same localised issue

Answered: Re: Sky go | Sky Community

I would suggest you complain as the call centre staff are just blaming equipment and sending routers out

Contact Sky | Sky.com