Play store downloads stuck on random percentages. Since 15th April

[LACOSTE]

Got a sky max hub, held the reset button for 30 seconds till green light.

Restarted hub 

Restarted phone

Cleared cache on play store

Tried mobile data worked fine

Issue appears to be only using sky internet since what I reckon was a router update broke everything. 

Can you guys raise this to business resilience, seems like the same bug that affected people back in January as it also breaks parts of YouTube etc

[Chrisee]

@LACOSTE please post details of the device and version of Android as while you might be correct Sky will need those details to track the issue if you finger me I will escalate your post to the forum support team.. As far as I have seen yours is the only recent report in the forum if the issue was back we would expect to get a lot of similar posts

[dog3]

Play store Apps won't download or update 

[Chrisee]

@dog3 check the setting for Broadband Shield in the My Sky app as the lower ones will block online gaming activity.

[Ash_75]

Same issue here. My Sky broadband shield is turned off so it's not related to that. It has something to do on Sky's end as I saw in the forums that it happened in January as well.

For reference, the area is South Yorkshire and this is happening on google play store and sometimes in youtube (when it randomly starts buffering).

[Ash_75]

Hi, the same thing is happening to me.

Here is some additional info for diagnosing this issue:

Phone: Google pixel 8a

Android version: 15

Sky broadband: Now full fibre 75

Broadband shield: turned off

Region: South Yorkshire

When I use my mobile data I can download/update apps from the play store. but when I switch back to Sky wifi, it gets stuck again.

I also tried troubleshooting by clearing cache, restarting, etc. but it's not fixed.

[Chrisee]

@Ash_75 I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Ash_75.

[LACOSTE]

Hi, I'm on android version 15

S23 ultra

Sky broadband shield is also turned off.

Only a VPN gets YouTube or play store to work correctly, or mobile data.

YouTube fails to load some videos now, play store fails to download most apps. 

[content removed]

This issue is also seemingly raised on 15th April by another user mentioning the same issue but they had a sky q hub 3.0 instead of the latest Max hub.

Moderator note: information removed

[LACOSTE]

After some research I've found it could be related to ipv6 not being enabled perhaps, however when I try to access the router settings on 192.168.0.1 to change this it fails, and says DNS could not be found or something similar. So I'm unable to alter anything, tried this on multiple browsers.

However this issue started at random, before I did any resets on the hub etc

[JimM1]

@LACOSTE Scottish area working fine, able to get to play store and download any updates.

[LACOSTE]

I'm in Derbyshire, the other report I saw was south Yorkshire.

Also nothing works on my partner's iPhone either relating to YouTube too

[alisonmanic]

I posted the same thing yesterday!! Also android.

[dog3]

Spoken to Sky broadband technician support and have sorted issue 

While on phone to them 

1. Told to input   192.168.0.1 on Google search

This takes you to your Router setup

2.click on WiFi (top left)

3 user name .   admim

Password  your router Password 

4. He then told to change security options to Mixed Mode (bottom option)

5 .Apply

Hey presto ..went to play store and all my apps updated 100%

Hope this helps 

If unsure call Sky who will guide you through it 

[alisonmanic]

Thanks! Done that will see the next time i have an app update!