Full fibre broadband issues

[Karen+J+Davis]

We had full fibre installed last week as our apps in sky q kept pixelating and kicking us out. Open reach fitted it. We have speeds of around 106 now. Tv issue still there frustratingly but now also can't use laptop as a lot of websites can't be reached and I'm getting login failed error code EC:10005 Anyone have any ideas? Thanks

[Karen+J+Davis]

Also can't launch EA app as can't connect to their servers. If any sky person sees this what the heck sky?? I need the laptop to work. Help please.

[Anonymous]

Sounds like your Sky Broadband shield could be set too low. Login to the My Sky app, click broadband, product settings then broadband shield. Ensure it is set to 18 or disabled.

[Karen+J+Davis]

Thanks. I disabled it but unfortunately still can't reach/open websites on the laptop and can't open the EA app on the laptop either - the app couldn't connect to EA's servers.

[Anonymous]

Did you click on 'save settings'?

I would also try power cycling the affected devices after making the change.

[Karen+J+Davis]

Thank you, yes I did click on save settings and restarted the laptop. Is that what you meant? Or hold down the power button on/off type thing? TIA

[Karen+J+Davis]

Also onedrive won't connect. I'm going to have to unlink and try to sign in again. Nothings working. I can't even get into the sky news website

[Anonymous]

Yes, I meant restart the laptop. Is your router black or white? If it's a black router it could be a Q node not meshed causing your issue. If any aren't meshed (connected to the network) then that could block your internet connection.

On any Sky Q boxes navigate to the settings menu using your remote and check that you have ticks for both connection to broadband router and connected to internet.

If not you should also be able to see an option to reset network settings. Do this and then follow the instructions to connect your Sky Q box to Sky broadband. IE select connect to Sky BB and then press the wps button on the router until it flashes.

If you have the hub 6 (white) then it could be a WPA3 compatibility issue. This may need changing to WPA2 in the My Sky app WiFi settings.

[Karen+J+Davis]

It's the new white hub

[Anonymous]

OK, so not a Q mesh issue as these do not act as WiFi hotspots with this hub.

Find the option to change the security level to WPA2 in the advanced section of the WiFi tab in the My My Sky app.

Double check shield is off.

Restart the laptop again.

[Anonymous]

Also, it may seem obvious, but ensure you are connected to the Hub 6 WiFi, and not any other network which a WiFi extender could be broadcasting with your old network ssid.

[Karen+J+Davis]

Thank you. I'm sorry I can't find the advanced tab. I've gone into product settings and broadband shield but I can't see advanced? 

[Karen+J+Davis]

Yes definitely connected to the right one but I get why you mentioned it thanks so much. Can't find the advanced tab in product settings broadband shirkd for the wpa setting. Am I looking in the wrong place? Thanks again.

[Anonymous]

Try this flow. Change to WPA2 in WiFi Security Level.

[Karen+J+Davis]

Thanks I'll try it