Sky Go App not connecting to Internet

[Metoyou1961]

My Sky Go App will only work on my mobile data and not my Sky Internet. I have cleared Cookies and Cache. I have uninstalled, restarted my device, reset the Internet with no luck. This has been escalated to Sky. This is ongoing last Tuesday. Any ideas? It's the same in my iPad Jackie

[caesarome]

@Metoyou1961 

When you try to use the Sky Go app what onscreen message do you see ?

[Metoyou1961]

Hi,

The screen goes black and a circle keeos circling with 0 %

[Akie]

I'm having exactly the same problem.  SkyGo will connect via a laptop but not on the ipad using the Sky broadband.  The ipad will connect via mobile data.  I've tried rebooting the router, forgetting and reconnecting to the wifi, deleting and reinstalling the app, forcing a restart of the ipad and many other things but nothing has fixed this issue.  I plugged out the router for 5 minutes and the SkyGo did work on the ipad for a short period of time when it was plugged back in but went back to the black screen after about 20 minutes.  A friend tried to login to her SkyGo on her ipad on my Sky broadband and the same thing happened to her so it appears to be the app / ipad / wifi combination is the issue.

[Metoyou1961]

My daughter tried to use her Sky Go in my home and it would not work either, I was onto Sky twice last week and they are looking into it for me . I am expecting a call tomorrow from them with an update. If I get it sorted I will share the fix with you. 

[Colin265]

Yeah, mine is the same. I've gone through all the troubleshooting steps on both tablet and phone. It hangs at 0% when trying to access channels

[Metoyou1961]

I will let the agent know tomorrow other customers are having the same issue. It's weird the way it will work off my mobile data when I turn off Sky Broadband. 

[Colin265]

Yeah, mine works off mobile data too

[Metoyou1961]

The agent called me and advised Sky are aware of this issue and will try to resolve it as soon as possible.

[Colin265]

So I had deleted NordVPN on my phone and tablet thinking it was interfering with the Sky Go app or my home sky broadband. It was one of the recommendations in the troubleshooting guide, to disable VPNs.  So in the off chance I reinstalled it on my tablet and phone. And turned on my current location. I'm in Cork  Ireland. The default is Dublin,  Ireland on NordVPN. And now Sky Go works perfectly on both. I know it's a temporary fix. Because it shouldn't need a VPN. Especially when the it runs off mobile data on the phone and Bluetooth tethering from the phone to the tablet with the use of a VPN. I've escalated it to sky anyway.

[Colin265]

Apologies I meant to say Sky go runs off mobile data on the phone and Bluetooth tethering from the phone to the tablet without the use of a VPN. 

[Metoyou1961]

Hi Colin, I checked my phone and there are no VPN's on it. I am still having the same issue. Don't think it's high on their priority list as it's free to all.

[Colin265]

So the use a VPN actually resolves the issue. But it shouldn't be required. The fact that the Sky Go worked on my phones mobile data, tethering from the phone to the tablet, and also while connected to a different broadband connection outside of my home leads me to believe that the Sky broadband is the issue. I'm guessing that Sky broadband blocks 3rd party apps/devices i.e fire sticks etc. But I'm paying for Sky Tv and Sports and I've had no issue with other apps i.e Disney+, HBO max and Netflix. I've exhausted all troubleshooting at this stage have requested the issue to be escalated. But solution has been forthcoming. So I'm in the process of switching my broadband provider. I think that will more than likely be the fix at this stage.