App access

[Kate_W]

For a few weeks now we've not been able to access any apps through Sky. Netflix, BBCiPlayer, Disney, ITVx, none of them will load. We either get an error message on screen saying no Internet connection or the app just tries to load for half an hour then the error message appears. We've had our line checked and apparently its all good and our wifi is fine. Although our phones won't connect to the wifi. We're all using 4g! We don't have any games systems or anything else connected, just the TV and Alexa on the wifi. But still the apps won't load. Also our router gets tremendously hot! It's not enclosed snd has plenty of air circulating. Could this be affecting anything? Thanks for reading!

[caesarome]

@Kate_W 

Is this via Sky Q, Glass or Stream ?

[Kate_W]

Sky Q. Think we've had it since it was introduced so an original unit

[pjhaahl]

If your phones won't connect to your wifi, and your Sky box won't connect to your wifi, it kinda suggests you've got a problem with your wifi. 

[Kate_W]

And yet Sky are telling me there is nothing wrong with it 🤷‍♀️

[GD1]

@Kate_W  Have Sky said there is nothing wrong with your Broadband? 

Wi-fi is your internal network from the hub and not to be confused with the broadband from outside to your hub.

[pjhaahl]

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@Kate_W wrote:

And yet Sky are telling me there is nothing wrong with it 🤷‍♀️

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Since you've got no devices connected you haven't got much to lose. I'd just do a factory reset on the router. Its probably just a case of either holding down the power button for about 10 seconds or holding down the wps button for about 30 seconds depending what model you have.  It will power down and restart, reseting everything. Hopefully you'll then be able to see your wifi on your mobile and connect to it.  Once you've done that you should be able to get your Sky box connected too.

The other thing I'd do is get someone with a laptop to connect to the router directly using an ethernet cable go to the settings page in a browser, and have a good look to see what is going on. 

Finally I'd go to amazon, buy a cheap, very long ethernet cable, and connect my sky box directly to the router.