Sky wifi not working on all devices and apps

[I'm not a robot]

Hello,,



I recently had an issue with my sky broadband so sky sent out a new router, now the issue is worse and I don't have a clue where to start with fixing it.



The new router is on and showing all 4 lights green, I am online now on my desktop so wired connection seems fine.



Some of my ring devices are connected while others aren't, some of my alexa devices are connected while others aren't.



My phone is connected to wifi but some apps are saying it's not connected.



It's bizzare and really frustrating, please help I'm going out of my mind.



I have disabled sky broadband shield so it's not that.



Thanks

 

[flameport]

A new router will have a different login/password so you will need to reset all of the devices which connected to the old one.
Also check you are connected to your router and not some other router nearby that's offering 'guest' services or similar.

 

[I'm not a robot]

A new router will have a different login/password so you will need to reset all of the devices which connected to the old one.
Also check you are connected to your router and not some other router nearby that's offering 'guest' services or similar.

The first thing I did was change the network name and password in the hub, some devices have automatically reconnected but others haven't.

 

[Harry Bloomfield]

The first thing I did was change the network name and password in the hub, some devices have automatically reconnected but others haven't.

Download a wifi scanner, you may find a neighbour has added a wifi access point, and that is blocking your signal.

You might be able to improve things, by changing your router, to a quieter channel.

 

[foxhole]

Do some devices only use 2.4ghz frequency?

 

[I'm not a robot]

Download a wifi scanner, you may find a neighbour has added a wifi access point, and that is blocking your signal.

You might be able to improve things, by changing your router, to a quieter channel.

I don't have a neighbour close enough for them to block my signal.

The alexa that sits on my desk just 3 feet away from the router is not connected, the alexa in the bedroom nearly 30 feet away from the router is connected.

I have a second router in the gym, when selecting wifi 5 ghz it's fine but when I select wifi 2.4 ghz it says no internet connection.

Why would an app say I'm not connected to the internet when I'm sat next to the router and my mobile displays a full wifi signal?
I have now identified a few apps that think my mobile is not connected to internet, my son has also said the same.

 

[foxhole]

Does your router combine the signal or are 2.4 and 5ghz seperate?

 

[opps]

The first thing I did was change the network name and password in the hub, some devices have automatically reconnected but others haven't.

So you changed it to the old set up?

I would start by using a new SSID (network name) and then reconnect each device.

Devices use a 3 way handshake. You can mirror the router's original name and password but the MAC address of the new router will be different. In short, some of your ring device might not trust the new router because of the MAC address change.

It might also be advisable to add each of the MAC addresses for your fixed devices to the router's table. That way they will have static IP addresses. When a router reboots, it doles out IP addresses on a first come first served basis (unless you set up static addresses). Often, but not always, those non-static addresses are purged after X amount of days.

From memory, consumer grade routers can only dole out 32 WiFi IP addresses dynamically. That said, I doubt you are at that level.

 

[I'm not a robot]

So you changed it to the old set up?

I would start by using a new SSID (network name) and then reconnect each device.

Devices use a 3 way handshake. You can mirror the router's original name and password but the MAC address of the new router will be different. In short, some of your ring device might not trust the new router because of the MAC address change.

It might also be advisable to add each of the MAC addresses for your fixed devices to the router's table. That way they will have static IP addresses. When a router reboots, it doles out IP addresses on a first come first served basis (unless you set up static addresses). Often, but not always, those non-static addresses are purged after X amount of days.

From memory, consumer grade routers can only dole out 32 WiFi IP addresses dynamically. That said, I doubt you are at that level.

I actually did use a different network name at first but when I found connection issues I when back into the hub and changed it to the old set up.

To be honest I don't think it's an issue with the actual devices, I think it's the fact that the apps don't think my mobile is connected to the internet, so I can't set up alexa devices as the alexa app requires my mobile to be connected to wifi, same for the ring app.

On certain apps I try to open the app on wifi connection and it won't load, I swith to 4G and it loads instantly, I switch back to wifi and it crashes, this is with etsy seller app, etoro app, duolingo app, so obviously this must be the issue with the ring and alexa apps.

 

[opps]

I actually did use a different network name at first but when I found connection issues I when back into the hub and changed it to the old set up.

To be honest I don't think it's an issue with the actual devices, I think it's the fact that the apps don't think my mobile is connected to the internet, so I can't set up alexa devices as the alexa app requires my mobile to be connected to wifi, same for the ring app.

On certain apps I try to open the app on wifi connection and it won't load, I swith to 4G and it loads instantly, I switch back to wifi and it crashes, this is with etsy seller app, etoro app, duolingo app, so obviously this must be the issue with the ring and alexa apps.

Ok, I admit don't understand why that is happening. The only thing that springs to mind, and I am only guessing, is that your broadband speed is so low that the apps are timing out.

Have you tried running a series of "speed checks"?

What happens if you go to, for example, Starbucks, and use their WIFI?

 

[I'm not a robot]

Ok, I admit don't understand why that is happening. The only thing that springs to mind, and I am only guessing, is that your broadband speed is so low that the apps are timing out.

Have you tried running a series of "speed checks"?

What happens if you go to, for example, Starbucks, and use their WIFI?

I went to asda and tested it on their wifi, all perfect on all apps

Speedtest 296 Mbps download 43 Mbps upload

 

[opps]

I went to asda and tested it on their wifi, all perfect on all apps

Speedtest 296 Mbps download 43 Mbps upload

It may be a TTL problem (time to live). It's a long time since I had to deal with that. Years ago a customer moved to Talk Talk. All of a sudden he could not access his Hotmail account on his laptop using a browser. I had to change the TTL settings in his router. It worked. TTL- when an app needs to contact a server it bounces/hops from one IP address to another. There are often a maximum of hops that they are willing to deal with. In your case many of those initial hops will be within SKY's own network.

I am only guessing. I don't think the SKY MODEM allows you to change those settings though. You might need to contact SKY.

 

[I'm not a robot]

It may be a TTL problem (time to live). It's a long time since I had to deal with that. Years ago a customer moved to Talk Talk. All of a sudden he could not access his Hotmail account on his laptop using a browser. I had to change the TTL settings in his router. It worked. TTL- when an app needs to contact a server it bounces/hops from one IP address to another. There are often a maximum of hops that they are willing to deal with. In your case many of those initial hops will be within SKY's own network.

I am only guessing. I don't think the SKY MODEM allows you to change those settings though. You might need to contact SKY.

Would that be the case here though?

All was good in the morning then I swapped the old router for the new one and the issues started then, it's literally the same router!

 

[opps]

I was only guessing about TTL.

Whilst at Asda you could communicate with your ring devices and the other apps worked, which means that the ring devices are communicating with the router.

https://helpforum.sky.com/t5/Broadband/Certain-apps-not-working-when-connected-to-wifi/td-p/4975000

Have a look at post 13-15. Try turning off IPv6 support.

 

[I'm not a robot]

I was only guessing about TTL.

Whilst at Asda you could communicate with your ring devices and the other apps worked, which means that the ring devices are communicating with the router.

https://helpforum.sky.com/t5/Broadband/Certain-apps-not-working-when-connected-to-wifi/td-p/4975000

Have a look at post 13-15. Try turning off IPv6 support.

Thanks.

So it appears I'm not the only one having these issues with sky wifi, he ended up cancelling his sky as it could not be resolved, great!