"upgraded" to Fibre 150 - Now my email accounts will not connect unless I turn off wifi and use 4G!

[hayroe]

Just had Sky install Fibre 150.  Over the weekend I realised that emails were not coming through to my business email addresses.  

I have tried the following steps from Google Ai  Nothing is working. I've wasted a day and am now having to repeatedly use my phone as a hotspot which is not ideal!  

Could I just go back to my old router and broadband?  

Any help would be much appreciated. I'm dreading trying to call Sky. 

[caesarome]

@hayroe 

Try adjusting your broadband shield settings, you can do this via the MySky app or online here:

https://www.sky.com/myaccount/bb-and-talk/broadband-shield

[hayroe]

Hi @caesarome, 

Thanks for the quick response.  I tried disabling the shield completely, but it didn't resolve the problem.... Here is what steps I've taken so far.... 

I’m having trouble getting my emails since upgrading to Sky Fibre 150. They download fine when I’m on 4G, but not when I’m connected to Wi-Fi.

From what I can tell, it might be something to do with Sky’s network settings (like a blocked email port or an IP routing issue), because the emails work perfectly the moment I switch off Wi-Fi.

Here’s what I’ve tried so far and what I’ve been advised to check:

1. Basic checks

• Restarted the Sky Hub: Fully powered it off for a minute and let it reboot.

• Tried other devices: Email won’t download on any device connected to Wi-Fi.

• Webmail works: I can log in through a browser with no issues.

2. Email app settings

• Some ISPs block certain outgoing email ports (like Port 25).

• I’ve checked/changed SMTP ports to 587 or 465, and ensured outgoing server authentication is enabled.

3. Sky Broadband Shield / router filters

• I’ve checked the Broadband Shield settings in case it’s blocking something.

4. What I might need next

• It could be a routing issue or a blocked port on Sky’s side, because everything works instantly on mobile data.

• I’m wondering if anyone else has had this after upgrading, or if there’s a specific setting in the Sky Hub I should look at.

Any ideas or things I should try next would be really appreciated!

[JimM1]

@hayroe Broadband shield is not an INSTANT, do it now and it happens straight away, sky always say's give it a few hours to take affect through the system!

[hayroe]

Thanks @JimM1  - I think I did it last night! 

[TimmyBGood]

---

@hayroe wrote:

Just had Sky install Fibre 150.  Over the weekend I realised that emails were not coming through to my business email addresses.  

---

Just to clarify: they are presumably landing on the email server just fine, but your email client software can no longer query that server successfully when connecting over Sky Broadband.

That being the case (and without giving away any personal information) what is the email hosting platform?

[TimmyBGood]

---

@hayroe wrote:

Could I just go back to my old router

Possibly

and broadband?  

No

---

It's not possible to revert from full fibre back to a copper circuit, because 'phone lines' are being made obsolete.

If you now have a white Max Hub instead of a black Sky Broadband Hub then the latter would work on FTTP.

[hayroe]

Thanks for the reply.

My email is hosted through StableServer

[hayroe]

Its a black hub (Model: SR203), not white. Is this not as good? 

[TimmyBGood]

---

@hayroe wrote:

Its a black hub (Model: SR203), not white. Is this not as good? 

---

That's a Sky Broadband Hub, and at least rules out the possibility that public IP address sharing is a factor.

[Chrisee]

@hayroe it could be a DNS issue one suggested workround is to include at least one public DNS address to the network set up on machines you use for email. Suggestions are Cloudflare's at 1.1.1.1 or Google's at 8.8.8.8 and 8.8.4.4 these tend to be faster than Sky's DNS at picking up address changes. Device settings will override the hub's defaults which send all traffic to Sky's DNS.

[hayroe]

Thanks for this @Chrisee

I was really hopeful this would do the trick.  I've now got DNS settings 8.8.8.8, 8.8.4.4 and then my own IPv4 and then 1.1.1.1 - so we have 4 x DNS servers listed.  

Still no joy!

On a side note, I had my web host reset all my passwords.  Again, it all connected quickly via 4G.   I am getting the follwoing message now though when on wifi and attempting to connect...

Connections to the server “mail.example.co.uk” on the default ports timed out.  

[Chrisee]

@hayroe I would normally say its an addressing error but given your mobile connection connects thst is not likely to be the cause and the fact you have tried public DNS without success I think rules that out . As the webmail connects seems to rule out a routing issue which are pretty unusual for Sky whose routes normally are pretty good for UK 

@TimmyBGood @jamesn123 any ideas?

[hayroe · Accepted solution]

@Chrisee  Thanks so much for your thoughts on this issue.  It was reassuring to know that I had followed the right process and that I wasn't going crazy.  I've had two days of trying everything!!! 

I have now resolved the issue - After turning the box off for an hour multiple times at the wall. I decided to take all the wires out and put them back one by one. Turns out there is a 'reset' button.  I held this down for a few seconds and it reconnected and everything works as it should! 😂