Sky wifi not working on all devices and apps

[pvcpro73]

Hello,,

I recntly had an issue with my sky broadband so sky sent out a new router, now the issue is worse and I don't have a clue where to start with fixing it.

The new router is on and showing all 4 lights green, I am online now on my desktop so wired connection seems fine.

Some of my ring devices are connected while others aren't, some of my alexa devices are connected while others aren't.

My phone is connected to wifi but some apps are saying it's not connected.

It's bizzare and really frustrating, please help I'm going out of my mind.

I have disabled sky broadband shield so it's not that.

Thanks

[Chrisee]

@pvcpro73 if your wired PC is working it is likely that the issue with your other devices is poor WiFi. A useful tool is a wifi analyser app on a mobike phone as thst will show thecspeed wifi signal strength around your home. Each property is different but it is not unusual to find a single Sky hub's can't providecusable wifi in every room. However do check the hub is in the best possible position which is out in the open on a surface so its above obstructions like radiators and is as central in your home as possible.

Beyondcthat you are into needing boosters/extenders which Sky provide if you buy one of their add-ons like  WiFi Max or you buy your own wiifi kitvand use that.

[pvcpro73]

I don't think it's anything to do with that sorry, everything was connected fine until recently.

Why would an app say I'm not connected to the internet when I'm sat next to the router and my mobile displays a full wifi signal?

The alexa that sits on my desk just 3 feet away from the router is not connected, the alexa in the bedroom nearly 30 feet away from the router is connected.

I have a second router in the gym, when selecting wifi 5 ghz it's fine but when I select wifi 2.4 ghz it says no internet connection.

[pvcpro73]

Is anyone able to offer any advice on this issue please?

I can't use certain apps on my phone as they don't think my phone is connected to the internet when it actually is, as soon as I swith to 4G the apps work fine then if I switch back to wifi the app crashes.

[Chrisee]

@pvcpro73 nothing obvious but a couple of things to try 

• check the Sky Broadband Shield setting in tge product options section of the My Sky app as these can restrict access to apps id set too low.
• reboot the hub and reconnect the devices

[pvcpro73]

I didn't have the my sky app so I installed it, couldn't open it on wifi so switched to 4G and it opened.

Broadband shield is disabled

[pvcpro73]

I think I have found the problem.

I decide to go back and start from scratch, unplugged everything from the router except the power supply, reset the router, only connect the ethernet cable from the ont into the router, all working great, set up all of the alexa and ring devices, able to use all apps on my mobile.

Then I thought i'd reconnect the rest of the set up one cable at a time to see if anything goes wrong, I connected the ethernet cable that goes to the gym which is basically a garden room, I have a second router in there which provides wifi for the gym and the garden, I went into the gym and connected to both available wifi connections, 2.4 and 5ghz. All good, went back into the house and auto connected to the home wifi, all bad, could not open the apps, etoro, duolingo, etsy seller.

Unplugged the gym cable from the router and all apps opened fine.

So it's when the supply to the second router is connected that the issues start, why would that be? There was never an issue before and I have had the second router set up for ages!

[JimM1]

@pvcpro73 Will take a read at it shortly, but quickly, you still have the SR203 primary Hub, you second router though explain exactly what you have done to it, the make model and how you have connected both, you cannot throw two routers together without adjustment as they will fight each other tooth and nail!

[pvcpro73]

Sorry, it's not a router, I just looked back on my orders and found it, it's a wifi booster.

https://www.amazon.co.uk/dp/B0B7MXJXNF?ref_=ppx_hzsearch_conn_dt_b_fed_asin_title_1

I just ran a ethernet cable from the router in my home office to the booster in the garden room.

[JimM1]

@pvcpro73 Your link is not going to any real information as NO site details, without it and how you have set it all up, no good!

[pvcpro73]

Oh sorry about that, I bought it from amazon

Here are the product details:

Technical Details

Brand ‎BJS_UK

Package Dimensions ‎29.4 x 28.5 x 6.9 cm; 750 g

Item model number ‎WE

Manufacturer ‎BJS_UK

Wireless Type ‎5 GHz Radio Frequency, 2.4 GHz Radio Frequency

Operating System ‎RouterOS

Item Weight ‎750 g

Guaranteed software updates until ‎unknown

[JimM1]

@pvcpro73 No good, so however you set it up originally, then you may just have to go do it all again, sometimes when your replace an item others just don't work as expected and for sure it seem's that your AP what ever it is just not playing nice at all....

[pvcpro73]

I'm not sure what you mean by set up sorry, I didn't set anything up, I just plugeed it in, turned on the power and then plugged the ethernet cable into the back of it, that's it.

[JimM1]

@pvcpro73 Then if it's just as easy as that, unplug it first, see if it has a reset switch on the unit, they are normally push in 20-30 seconds etc, you may see some light indicate on it who knows, just let it doe it's thing power itself back up and plug it back into the network. If it did and was as easy as that before then it will do it all again!

You may wish to find any instructions that came with it, because in general they do not just work by connecting!

[jamesn123]

@pvcpro73 
It may depend on how you are setting that extender up. Ideally it needs to be in some sort of 'AP' mode. Alternatively you may want to invest in a proper AP. (Access Point)