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Some apps can't access internet over wifi

Womble — Mon, 20 Dec 2021 10:09:29 GMT

Hi,

I have a weird issue where some of my mobile phone (Samsung) apps can't access the internet (they just spin) over wifi, either via my BT Premium Whole Home wifi or directly via the hub wifi (BT Smart Hub v6). If i connect via BT Mobile data, the apps work fine. If I test on other wifi networks everything works fine. The issues seems to be linked to my home wifi.

Has anyone come across a similar issue or have any suggestions to identify root cause? I have tried switching from dynamic ip to static ip on the phone and that has not worked either.

Thanks.

Re: Some apps can't access internet over wifi

licquorice — Mon, 20 Dec 2021 11:50:55 GMT

Turn off web protect.

https://www.bt.com/help/security/set-up-and-use-bt-web-protect

Re: Some apps can't access internet over wifi

Womble — Mon, 20 Dec 2021 15:54:28 GMT

Thanks for the suggestion. Unfortunately it has not resolved the issue.

Re: Some apps can't access internet over wifi

stevebrass — Mon, 20 Dec 2021 16:51:33 GMT

Do you have an example of an app that doesn't work?

Re: Some apps can't access internet over wifi

gg30340 — Mon, 20 Dec 2021 20:02:11 GMT

Have you tried 'power cycling' or restarting the Smarthub and if it still does not help try a factory reset of the Smarthub by pressing a pin into the recess button on the rear for about 20 seconds.

Re: Some apps can't access internet over wifi

Womble — Mon, 20 Dec 2021 20:11:50 GMT

Examples include BBC Weather, Amazon Music and Absolute Radio. Whilst other apps like Youtube work fine.

I have power cycled the router but this has made no difference. I will try a reset and see if that helps.

Re: Some apps can't access internet over wifi

licquorice — Mon, 20 Dec 2021 20:14:05 GMT

It might be your device has a problem with IPv6 and you are being served IPv6 addresses rather than IPv4 for those sites. Long shot.

Re: Some apps can't access internet over wifi

Womble — Mon, 20 Dec 2021 20:18:41 GMT

Thanks for the suggestion. I will check that out as well.

Re: Some apps can't access internet over wifi

stevebrass — Mon, 20 Dec 2021 21:51:00 GMT

Are there are updates available for any of these apps?

Re: Some apps can't access internet over wifi

Womble — Mon, 20 Dec 2021 22:07:48 GMT

Thank you everyone for your suggestions. The factory reset of the hub fixed the problem.