LG TV apps won’t updated when connected to sky internet.

[Jonathan4]

My LG TV won't update apps when I'm connected to my sky internet. It downloads data for the update and then when it's about to complete it states "Failed to update. Try again. 24.20.SM". 

Now, when I disconnect from sky internet and connect my tv to my phones hotspot using 4G, it updates the apps fine. 

I have now spoken to three different people who were unable to help me, saying it's the tv that's the issue, but it isn't. All they've done is a service check and then said they don't know, it must be the tv. How can it be the TV when it works if it's not connected to the sky internet and is connected to my phones hotspot instead? 

I have already tried disabling sky shield and this hasn't helped, if anyone can suggest fixes it would be appreciated, I don't really want to connecting to my hotspot every time I need to update an app. 

[Chrisee]

@Jonathan4 there is no reason why LG apps wont update over a Sky broadband connection - I just updated 2 on my own LG TV as a test.

Couple of suggestions  first check the speed of the Sky connection by running the network test in the Get Help menu of the Netflix app as a slow connection could cause updates to time out. If you haven't done so reboot your TV which normally can be done by pulling the power until the power led goes out before restarting the TV. TV's like many other devices benfit from occasional reboots. The same applies to your Sky hub so try rebooting that as well.

[Jonathan4]

Thanks for the reply, I've already rebooted the tv and the sky hub multiple times, I've factory reset the tv as well. None of it seems to work. 

The speed is all fine I'm getting what it says I should. I've just recently moved so the tv and the sky hub are both brand new and I've had the issue since the start. I have spoken with LG regarding this and they're the ones that suggested trying to update on my phones hotspot, which is the only way I can update the apps. They also said that if updating on the hotspot works, then it suggests that there is a restriction with the current internet provider, which is Sky.

If you have any other advice it would be appreciated.

[Chrisee]

@Jonathan4 not heard of any issues but can you post the model,of the TV and the colour of the Sky hub. Next week I can ask a Sky contact if they are aware of any issues. Sky have specialists who work with TV makers like LG to sort issues that arise between their systems.but being a holiday period it msybe sometime before anything comes back.

[Jonathan4]

The TV model is an LG OLED C4 (UK.OLED65C44LA.AEK), and the sky hub is black. 

I have seen a few threads online in different places of people having the same issue with the only way around it being using a phone hotspot to do the updates, which isn't particularly ideal. There was a thread on here already regarding it but what worked for them hasn't worked for me. 

[Chrisee]

@Jonathan4 you are right it was raised earlier in 2024 and it is very odd fault. I had expected you to say you had a white hub as those have an unusual network set up that can cause issues but that doesnt apply to the older black hubs. When our contact is back in next week I will point him to this thread and the earlier one to see if the techs have any ideas.

[Jonathan4]

It is very strange but thanks I'll keep an eye out for an update.

[cookiemonsteruk]

@Jonathan4 

Just wondering are you using webos 24.  I have the oled55b42la.  My old un73906le with webos 6 (i think) had a content store where i could manually update the apps. This is missing on webos 24 after checking it says the app updates are bundled with the webos version updates.  How are accessing the app updates

[cookiemonsteruk]

@Jonathan4 

There is conjecture that it may be due to the 2.4 and 5ghz wifi are broadcasting on the same ssid

As you have a black could you try seperating the ssid into two frequencies and give them different names as below and connect the tv to the 5ghz ssid

https://helpforum.sky.com/t5/Broadband-Talk/How-to-separate-WiFi-bands/ba-p/3530610

[Jonathan4]

Hi, thanks for the reply, I've been trying to update them by just clicking the app, which initiates the update and I've tried doing it while in the content store. Now if I disconnect from the sky internet and do this exact same thing on my phones hotspot it works. 

Regarding your other reply about the 2.4 & 5GHz, I have already split them and tried each one individually but that didn't work either. 

Any other suggestions would be appreciated.

[Chrisee]

@Jonathan4 Sky have got back to me and asked that I pass you onto the Sky team who support the forum which I have done. They will send you a message and add acchst icon into the forum pages for you to use tostart an online chat.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Jonathan4.

[Catherine73]

Hi I am having the same issue. I just got Sky broadband today and none of my apps will update on my LG tv. I've tried everything suggested in the chat so far and nothing works. Any help would be gratefully appreciated. 

[Jonathan4]

Hi, I can let you know mines working now but it's nothing I done. I'm not sure if sky done something in the back ground but I was watching tv and the apps randomly just updated and I got the notification at the bottom of my tv saying they had been successfully updated.

[Catherine73]

Oh thanks for that. I'll get onto Sky support and see if they can do something about it. I did manage to update them using a hotspot from my phone but obviously that's not ideal. Thanks again for the reply.