Ongoing Issues with YouTube and Play Store Apps – Urgent Resolution Required

[MAjij]

Dear Sky Support Team, I hope this message finds you well. I am writing to report a persistent issue I’ve been experiencing with my broadband service, which is directly affecting my ability to use essential apps such as YouTube and the Google Play Store. For the past two weeks, both apps have either failed to load or have been unable to download content. This is not an isolated incident, and I’ve confirmed that the issue is not device-specific. I’ve attempted the usual troubleshooting steps—restarting the router, clearing app caches, and even reinstalling the apps—but the problem persists. However, everything works fine of my 5G network. Given that these services are fundamental to both my personal and professional use, I would appreciate a prompt investigation into whether there are any network restrictions, DNS issues, or service outages affecting app connectivity. Please advise on the next steps or whether a technician visit is required. I trust Sky will treat this matter with urgency and provide a resolution as soon as possible. Thank you for your attention.

[caesarome]

@MAjij 

As per my other post to your other issue you are not talking to Sky support on here.

For this issue have you tried lowering your broadband shield age settings. You can do this via the MySky app or online here:

https://www.sky.com/myaccount/bb-and-talk/broadband-shield

[MAjij]

Many thanks for letting me know. Yes I have done this, but the issue persists

[Chrisee]

@MAjij there are no apparent issues with either the playstore or You Tube over a Sky connection the forum would be in melt down if there were so it is local issue.

The You Tube app does not require Sky's DNS as the server addresses are coded into the app. I suspect the playstore is similar however to completly exclude a bizarre DNS issue add Google's own public DNS addresses to a device's network settings these sre 8.8.8.8 and 8.8.4.4

I would disable Sky Broaband Shield as a test as that can block apps if misconfigured  see https://www.sky.com/help/articles/sky-broadband-shield-start for help in doiing that. Sky like all isps only give limited support to third party devices and websites so asking for an engineer to visit for this fault is extremly unlikely to happpen. 

[MAjij]

@Chrisee 

I have tried both disabling shield and changing the DNS. However, the issue remains.

There have also been a couple of other discussions covering the same issue.

Many thanks

[Chrisee]

@MAjij raise it with Sky note the previous issues were resolved but it is possible it has reappeared. If it has we will get multiple reports