I have the Pph Ember app which will no longer connect. Keep putting in my password but the gat

[GD1]

This has been raised into Sky who are investigating this, please be aware though as fellow customers we can't do anything more until Sky come back with any updates.

*Post marked as answer for visibility only

[Chrisee]

@Terry_EPH I have given Sky a nudge. Sounds like a router firrmware update has done something which would explain why some but not all of your customers with Sky Broadband are affected.

[PC49]

I was advised by sky when I asked one of their front end staff to make adjustments to my Broadband Shield. I hadn't a clue what she meant. 2 days later I can now use Ember. I've no idea how or what I did to my sky broadband shield. Probably allowed the whole world in! 

[Wendyclancy]

Thanks Terry

[Terry_EPH]

Thanks @Chrisee

Hopefully we will see a resolution soon.  

[KevNewMedia]

Hi Everyone

Thank you for your patience whilst we investigate this issue.

Can I ask whether, temporarily, switching off your Sky Broadband Shield allows your gateways to connect?  If it does, does it stop working after you re-enable it?

[Terry_EPH]

Hi @KevNewMedia 

We are interested to know the result of this too. We don't have the service ourselves so are unable to test. It has worked for at least one user so far. 

[adamtjames88]

Hi Kev,  how do I turn off Sky Broadband Shield?

[KevNewMedia]

Hi @adamtjames88 

Here's the link on sky.com for your broadband and talk settings 😀

[Terry_EPH]

HI @GD1  would you mind unmarking your post as the Answer as the issue is not answered yet?

[GD1]

@Terry_EPH  P{lease read the bit in bold

[Terry_EPH]

@GD1 you mean this bit:

*Post marked as answer for visibility only

I did read this, i just assumed that an unanswered topic would be given priority over an answered one.

[KevNewMedia]

Hi @Terry_EPH 

We usually mark a thread as 'answered' so that people can get to the most up-to-date information/instruction, without having to read the entire thread 😀

[Terry_EPH]

Ok Understood

[KevNewMedia]

Hi @adamtjames88 

How did you get on with switching off your broadband shield?