Ring devices and some Android apps not loading properly

[Oliver2026]

I am having issues with my broadband, which began on the 24th June.

Primarily, my Ring devices (Doorbell 2nd Generation, and Stick Up Cam 3rd Generation) are not working properly. They are connected to the router, with strong signal, but it takes a long time (upwards of 15 seconds) to connect to the live view. Additionally, motion detection works intermittently. I have tried disconnecting and reconnecting the WiFi of both devices, and tried factory resets, but the issue persists.

Also, some Android apps do not load properly. For example, on TikTok, videos load perfectly and as fast as before, but the comments take a long time to load. This is an issue that seems to get worse when the app has been used for a short while. The same issue occurs on Facebook, and I have noticed that previews on the Wikipedia app are also slow to load. Sometimes, closing the app and reopening speeds it up, only for it to get slower again.

Our speeds are good. Other devices have no issue (Windows 11 laptop connected via WiFi, and Sky Stream connected via ethernet). I have already tried adjusting settings on the router (disabling Sky Shield, disabling 5GHz band) and I have tried usung a different DNS on both devices, but nothing has worked. 

All of these issues have begun since switching from BT, and have started happening at the same time.

Thanks

[arcadeavenger]

Hi @Oliver2026, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 Thanks, Becca.