0

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

Reply
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

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?

Reply

All Replies

AmirAhmed
Topic Author
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

My router model is ER115

This message was authored by jamesn123 This message was authored by: jamesn123

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

Posted by a Superuser, not a Sky employee. Find out more

@AmirAhmed 

Have you checked your broadband shield is disabled?

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
AmirAhmed
Topic Author
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

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

This message was authored by jamesn123 This message was authored by: jamesn123

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

Posted by a Superuser, not a Sky employee. Find out more

@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.

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
AmirAhmed
Topic Author
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

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
Topic Author
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

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.

This message was authored by jamesn123 This message was authored by: jamesn123

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

Posted by a Superuser, not a Sky employee. Find out more

@AmirAhmed 

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

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by deadpan11 This message was authored by: deadpan11

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

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
Topic Author
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

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

This message was authored by Wez2001 This message was authored by: Wez2001

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

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.

 

This message was authored by billyb3012 This message was authored by: billyb3012

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

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.

This message was authored by billyb3012 This message was authored by: billyb3012

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

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

AmirAhmed
Topic Author
This message was authored by AmirAhmed This message was authored by: AmirAhmed

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

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?

This message was authored by TheJools This message was authored by: TheJools

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

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

 

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 4 hours

New Discussion