Sky Broadband customers complain of ‘frustrating’ issue affecting YouTube & Google apps – but there’s a trick to fix it
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SKY broadband customers have complained that they are struggling to get a smooth video streams from apps like YouTube. Downloading apps from the Google Play Store, the Android app store, has also been sluggish, customers have warned. In a Sky help forum, several customers said they had been experiencing "very prolonged buffering" and that "YouTube is really slow to load and freezes".
![[Sky broadband hub on a white surface with a plant and purple bird figurine.]](https://www.thesun.co.uk/wp-content/uploads/2022/04/Sky-Broadband-Hub.jpg?strip=all&w=960)
Following a formal complaint, one customer claimed they received an email from a Sky customer support agent, saying: "I understand how frustrating it must be to experience difficulties accessing Google services like the Play Store and YouTube. "We are aware of this issue affecting multiple users in your area, and our technical team is actively working to resolve it as quickly as possible.".
![[a man sitting at a table looking at his cell phone]](https://www.thesun.co.uk/wp-content/uploads/2024/05/telephone-problem-upset-angry-millennial-898908070-1.jpg?strip=all&w=960)
The issue appears to be isolated to the West Yorkshire area, ISPreview reported. Customers began complaining about the issue around 11 January, and the issue appears to have persisted. Users in the Yorkshire area said they have had to use 4G data to access Android apps in the Play Store.
![[Close-up of Sky website homepage on a computer screen.]](https://www.thesun.co.uk/wp-content/uploads/2024/08/sky-website-homepage-pan-european-442384495_ff07b2.jpg?strip=all&w=960)
When using data instead of Sky broadband, the issue appears to vanish. "I have the exact same thing. YouTube app not loading videos or shorts. Everything else works fine," a second customer wrote. "I can go on mobile data, start the video and then it plays.".
![[Sky broadband router with wifi signal.]](https://www.thesun.co.uk/wp-content/uploads/2024/08/sky-broadband-913239850-1.png?strip=all&w=700)
