Some Android device apps (BBC News BBC Sport) not loading on Sky wifi - fine on 4G/5G data

[PSMorgan1]

 Some Android device apps (Patient Access, BBC News, BBC Sport) not loading on Sky wifi - fine on 4G/5G data and other WiFi networks.

Have recently switched from BT broadband.

Started happening 4-5 days ago.

Have already tried.......

Router  reset

Disabling Sky Broadband Shield

Uninstalling/reinstalling BBC News BBC Sport) apps

Clearing each Android apps cache

Anyone else with same problem?

[Highlinder]

@PSMorgan1  If you log into your account with Sky and go to broadnd  & talk tab you will find broadband shield you need to change this from the default of PG13 to 18+ or custom and apply the changes.

[PSMorgan1]

Already tried that

[Chrisee]

@PSMorgan1 there have been other reports of issues with Android apps which required a change from Sky's end. 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.

[Scotias]

I'm experiencing the exact same.

I've tried resetting the router as well as activating them deactivating the shield.

Still doesn't work.

If I switch over to 4g on my phone it works perfectly. Only just started a few days ago but a total inconvenience!

[MrSlimGinge]

I know this post was a few months ago so don't know if I need to start a new discussion or not. 

I'm getting this same issue. Changed my phone as old one was 6 years old and immediately had issues with certain apps, but mainly BBC news app on Android. Connects fine on 4G/5G and WiFi elsewhere, but it wont on the WiFi at home. I then find the wife's phone having issues with connecting to certain apps (non BBC apps) and the kids tablets won't connect to BBC children's apps. This happens when the little number 5 appears in the WiFi symbol. The broadband checker says all is ok and I've tried changing the sky shield settings to 18+. Unsure what to do next. 

[Chrisee]

@MrSlimGinge there was an issue thst affected some of the servers Sky uses to route connections to Google's Play Store app servers which may have cropped up,again but your issue sounds different if it affects apps contacting BBC's servers. The first thing I would do is check thst the appsxare current versions. I would also temporarily disable Sky's Broadband Shield in the My Sky app ir website this should not stop chlidrens apps but it removes a variable.

The figure 5 on the WiFi indicator simply shows the phone is connecting to a WiFi5 source rather than WiFi6 or higher. If you have a black Sky hub or have a white Sky hub but haveca pod extender these are WiFi5 devices. This should have no link to your issue with apps.

[MrSlimGinge]

Thanks for getting back to me. I've tried disabling sky shield, but the issue remains. I have ensured all the apps are up to date as well. I'm not just having the issue with BBC apps (they just seem to be the worst), this morning I've got no connectivity on WhatsApp (my phone says 'WhatsApp is using mobile data, because the current WiFi network is blocking it or there's a connection issue'), Messenger, and even the My Sky app doesn't work unless I turn the WiFi off. 

I mentioned the WiFi 5, as if I move further away from the router sometimes the 5 will disappear from the WiFi sign and I assume move onto 2.4ghz where the apps that didn't work will again start working. 

[MrSlimGinge]

@Chrisee Would you have any other ideas I could try? Having to use 5G data most the time and it's a bit pointless having sky broadband. 

[JimM1]

@MrSlimGinge What sky hub, the white one or the black one, can you say what you have!

[MrSlimGinge]

@JimM1 The Black Sky hub is the one I have. 

[JimM1]

@MrSlimGinge If you have the black SR203 upright Sky Broadband Hub, it is only a wifi 5 maximum device, so correct no 5 you will have dropped onto the 2.4Ghz band!

It's a pretty rock steady sky hub as it goes, with a fair range on both signals, has this just started happening or only since you changed your mobile phone, although you do say some others are involved.... May be worth a test for splitting the bands so will link that from the tips above! 

If you wish to give it a try! And also the hubs are all listed 2nd link just in case you have the sky Q version still!

Split Sky WiFi bands

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub