Tv apps won’t update via sky broadband

[Pablo1]

I can't update my LG tv apps via my newly installed sky broadband. But I can update the tv apps if I connect the tv to phones hotspot WiFi.  Clearly the problem is with the sky broadband. Any ideas anyone please?

[Highlinder]

@Pablo1  If you are new to Sky have you tried to change the broadband shield settings on the Sky app and go to the broadband and talk tab and scroll down you will see the broadband shield. The default setting is PG13 you might want to change this to say 18 + and save the changes to see if this will let you update the apps.

[Pablo1]

Thank you for taking time to answer.  I have just tried your suggestion however it's not resolved my issue.  But I really appreciate your help.

[Highlinder]

@Pablo1  Do you have a white router from Sky?

[Pablo1]

The router is black. Thank you

[Highlinder]

@Pablo1Can you follow the directions for to split the Wi-Fi bands on the rotuer to see if the apps will update on the 2.4GHz frequency please.

https://helpforum.sky.com/t5/Broadband-Talk/How-to-separate-WiFi-bands/ba-p/3530610 

[RCorn]

Hi I have a newly purchased LG tv with exactly the same issue as being discussed in this thread. And LG seems to know nothing about the issue, nor does Currys who sold me the tv in the first place and have now tried (twice) to get it to work. Can anyone tell me whether this option of splitting the Wifi bands (I have a black Hub) works? If not, how do I get to talk to someone at Sky to wave their magic wand over the problem?

[Highlinder]

@RCorn  You can try the spliting of the Wi-Fi bands. The process can be reversed if it does not work.

[RCorn]

Split hub SSIDs as suggested and tried connecting LG tv to both 2.4 and 5 GHz versions. Connected successfully each time but LG apps still would not update. Same error message each time - e.g. "Failed to update Netflix. Try again. 24.20.SM". Any other suggestions (beyond getting a Samsung)?

[SpaceSparkie]

Hi @Pablo1 

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

Thanks 

Sarah 

Community Moderator 

[SpaceSparkie]

Hi @RCorn 

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

Thanks 

Sarah 

Community Moderator 

[Tom-W19]

Thanks for escalating. We've sent an invite to @Pablo1 and @RCorn.

[RCorn]

Hi @SpaceSparkie. Thanks. I left the tv on all last night. Message on it this morning that its software had been updated, but same issue when I then tried to update its apps.

[Pablo1]

Hello everyone 

well yesterday whilst talking to Tom about my problems with the LG tv not being able to update the tv apps via sky broadband, I was trying to see the error messages and all of a sudden the tv apps started to update.  They are currently working fine with the sky broadband WiFi. 
I personally didn't change anything on the broadband, and as the tv software is still the same version as when I had the problem. I can't explain or understand why it now works.  But the good news is it does work.  Thank you to everyone for helping and taking the time.

[RCorn]

Hi @Pablo1  - same for me. Issue still there around 3pm yesterday and not there around 5pm. I did nothing and as far as I know @Tom-W19 did nothing. Some weird time switch in WebOS (all connection issues have to wait 2 days in a queue)? Fingers crossed that things continue to work from now on in and that app updates are no longer an issue. And many thanks to @Tom-W19 , @SpaceSparkie and everybody else who helped!