Unable to download apps on Google play using Sky WiFi works on data only

[Zotz]

As per the topic I can download apps using data only. Doesn't work on sky. Done all the usual, wi-fi restarts, clearing the cache, data, reinstalling etc.

This seems to be the exact same issue reported by users and then allegedly "Resolved" in both January and then again in August this year per the previous now closed threads.

Tried turning shield off, all the fixes. It's definitely not a "Me" problem, as I turned on AOVPN and the apps immediately started downloading when the default IP changed.

This seems to be a recurring issue that gets fixed, then comes back again after a couple of months.

Moderator note: subject of thread updated to better reflect the conversation. Removed Brighton as it may impact other areas.

[JimM1]

@Zotz Have you given sky a call?

[Zotz]

Not yet, as I'm trying to guage who is still having the problem, as they said this was fixed first in January, then June, then August and it's still happening and we're nearly into November. Wanted to see how widespread the issue is.

[Cbailey]

Hi all,

I can see this issue has happened a few times on here.

I expect its a filtration/routing issue in Sky`s network somewhere (I was a CCIE in a previous career ;)).

Multiple devices update fine via the mobile/EE network, i.e. 4g but the same devices fail when connected to Sky`s WiFi/bacbone.

Can Sky support investigate this please.

@KevNewMedia tagging you because you appear to have solved it before.

Something needs reconfiguring/resetting on Sky's end.

Cheers

[Mike621]

Encountering the same problem in Horsham area. I've reported this to Sky and was advised that an engineer would be assigned to look into the issue. From other discussion threads, this is a known problem which affects downloads and updates of apps from Google Play on Android devices.  The downloads/updates just get stuck and never complete. Switching to a VPN or mobile data and the downloads/updates complete.  Seems to be network level fault - a routing or DNS issue between Sky's infrastructure and Google's servers. Very annoying!

[KevNewMedia · Accepted solution]

Morning Everyone

Thank you for highlighting this problem, and thank you, @Cbailey for tagging me.

To enable us to investigate, can you confirm a few things for me, please?

• Do your devices update on mobile data, or another network?
• Does clearing the Play Store cache, help at all?
• What's the first part of your postcode

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information and is able to provide the information above.

[Cbailey]

As per my original post:

"Multiple devices update fine via the mobile/EE network, i.e. 4g but the same devices fail when connected to Sky`s WiFi/backbone."

Clearing the cache did not help - I tried that before I ended up realising the issue was Sky related, as per the original comment, the same devices update perfectly via EE's cellular network.

My postcode prefix is ST.

However, over the last day things have definitely improved as I managed to get updates via the Sky network. I assumed someone had seen my post and done the necessary in the background.

[Cbailey]

@Mike621 same here and I totally agree with your conclusions. That is what will be happening, a socket forwarding issue/WAF issue/routing issue/pointer issue/etc.

Something is not being correctly circulated in Sky's infra.

[KevNewMedia]

---

@Cbailey wrote:

As per my original post:

"Multiple devices update fine via the mobile/EE network, i.e. 4g but the same devices fail when connected to Sky`s WiFi/backbone."

Clearing the cache did not help - I tried that before I ended up realising the issue was Sky related, as per the original comment, the same devices update perfectly via EE's cellular network.

My postcode prefix is ST.

However, over the last day things have definitely improved as I managed to get updates via the Sky network. I assumed someone had seen my post and done the necessary in the background.

---

Thanks for the update @Cbailey 

Has the issue improved for everyone else?

[Cbailey]

FYI, I've just done five Playstore updates via Sky broadband and all worked quickly and fine so it appears resolved for me. 

Thank you.