If your Remootio 3 has suddenly stopped connecting via the internet, you are not alone. Over the past few weeks we have received a significant number of calls from customers reporting that their Remootio smart gate opener has gone offline. The natural assumption is that the device has failed or that there is a fault with the Wi-Fi connection, but in almost every case the real cause is something else entirely.

The problem is not with your Remootio. It is with your internet service provider.

What is actually happening

In the UK, ISPs have been tasked with cracking down on inappropriate content and blocking access to illegal IPTV services. As part of this effort, several major broadband providers have quietly enabled web port filtering and content blocking on their server-side systems, often without notifying customers.

The unintended consequence is that these filters are also restricting connectivity for smart home devices, including the Remootio 3. The device relies on specific network ports and protocols to communicate with its cloud servers, and when your ISP blocks those connections at the network level, the Remootio appears to go offline even though it is functioning perfectly on your local network.

Your Remootio is not broken. Your ISP is blocking its connection to the internet without telling you.

Sky Broadband

Sky is the most common culprit we have encountered. In mid-February 2025, Sky updated its Broadband Shield settings and enabled content blocking by default for many customers. This was done silently, with no notification sent to affected households.

To fix this on Sky Broadband:

  1. Visit broadbandshield.sky.com in your web browser
  2. Log in using your Sky ID credentials
  3. Navigate to the Shield settings and review the age rating filters (PG, 13, 18, or Custom)
  4. Either reduce the filtering level or, ideally, add your Remootio device to the device exemption list so it bypasses the filter entirely
  5. To add an exemption, you will need the Remootio’s local IP address, which you can find in your router’s connected devices list or in the Remootio app under device settings
  6. Save your changes, then reboot both your Sky router and the Remootio device

In most cases, the Remootio will reconnect to the internet within a few minutes of the router restarting.

Virgin Media

Virgin Media has also implemented similar content filtering through its Web Safe and Essential Security features. If your Remootio has gone offline on a Virgin Media connection, the filtering system is the most likely cause.

To adjust your settings:

Unfortunately, Virgin Media’s system for adding individual device exemptions is less straightforward than Sky’s. If adjusting the general settings does not resolve the issue, you may need to contact Virgin Media support directly to request that specific ports or devices are whitelisted.

BT and EE broadband

BT and EE (which share the same broadband infrastructure) have parental controls settings that can also interfere with smart device connections. The process for adjusting these mirrors Sky’s approach:

General troubleshooting tips

Regardless of which ISP you use, here are some additional steps worth trying if your Remootio remains offline after adjusting content filters:

Still stuck? Get in touch

If you have tried the steps above and your Remootio is still not connecting via the internet, we are here to help. Send us an email at [email protected] with “Remootio Help! – Internet connectivity offline” in the subject line and we will get back to you as quickly as possible.

You can also call us directly on 01375 886299 during business hours.