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Wi-Fi preventing apps from working on an iphone

harwood934 — Thu, 18 May 2023 20:21:49 GMT

This started today, when connected onto Wi-Fi on our iPhones, certain apps won’t work, such as WhatsApp & strava.
Have tried resetting the hub, forgetting and reconnecting network settings on the phone. We had Halo connected just over a week ago and I’m wondering whether this could be the issue?? Any help would be gratefully received. The issue is happening on all our iPhones so not an issue with one specific phone.

Re: Wi-Fi preventing apps from working on an iphone

Keith_Beddoe — Thu, 18 May 2023 20:25:21 GMT

@harwood934

Welcome to this user forum for BT Retail phone and broadband customers.

Try a factory reset of the home hub,

https://www.bt.com/help/broadband/how-do-i-reset-my-bt-hub-to-its-factory-settings

Its possible that the home hub has run out of internal connections, a very common issue if you have devices that are using random MAC addresses. You can probably see lots of "unknown device" entries in the home hub connections list.

A factory reset clears this list, but eventually it will happen again unless you avoid using MAC randomisation (Private Addressing ) on your home wireless connection.

This is mainly a problem with Apple devices and later Android versions.

Re: Wi-Fi preventing apps from working on an iphone

harwood934 — Thu, 18 May 2023 20:40:22 GMT

Thanks for your reply but unfortunately this doesn’t appear to have worked 😕

Re: Wi-Fi preventing apps from working on an iphone

licquorice — Thu, 18 May 2023 21:07:48 GMT

Make sure web protect is turned off

https://www.bt.com/help/security/learn-about-bt-web-protect

Re: Wi-Fi preventing apps from working on an iphone

NeilO — Fri, 19 May 2023 08:32:08 GMT

Hi @harwood934 I'd also recommend checking the parental controls settings in MyBT to make sure these services haven't been blocked by the filters.

Thanks

Neil