This topic

multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

JohnKam — Mon, 16 Oct 2023 15:41:54 GMT

includes email (hotmail), m/s authentictor, BBC apps, google earth, etc not working

Router swapped, engineer checked line , cube engineer, openreach engineer. both could not get mobile phone apps working. Everything worked until20th Sept

wifi speeds 27mb download and 6mb upload.

If i switch wifi off and use mobile data, all apps work fine

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

imjolly — Mon, 16 Oct 2023 16:48:31 GMT

Do you have other apps on your phones that do work and connect to the internet?

Are you a BT broadband customer or BT mobile or both?

Have you tried uninstalling one of the problem apps and reinstalling?

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

JohnKam — Mon, 16 Oct 2023 16:59:34 GMT

yes Gmail works fine, Google, Banking Sky, Amazon music, etc work fine

BT Broaddband Customer, O2 mobile phone, A13 samsung, Apps unistalled, phone shutdown , powered back up and re-installed apps , same issue

All apps work on mobile data,

Laptop works fine on wifi, no issues

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

caravanj — Tue, 17 Oct 2023 10:49:06 GMT

@JohnKam

When you say swap over what was the swap over from & to?

I.e from another provider to BT or from one BT package to another BT package?

Also when you say cube engineer do you mean QubeGB?

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

JohnKam — Tue, 17 Oct 2023 14:06:41 GMT

swapped my BT router out with a new BT router sent to me, as BT tec support asked me to do it as possible router fault. .been with BT over 20+ years

BT sent cube engineer (suspect 1st line engineer) then sent openreach engineer. Both these engineers had same issue on their phones when connected to my BT router.

Wondering if there is some port blocking going on.??

Been in IT for 40 years both Hardware and software,

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

Keith_Beddoe — Tue, 17 Oct 2023 14:20:17 GMT

Sound more like a network based issue, like BT Web protect or BT Parental Controls, as these would affect all devices connected to your broadband, even after changing the home hub.

It may be worth checking to see if any of those are active on your account.

It could also be a data integrity issue, where your account is not linked to the correct network profile.

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

JohnKam — Tue, 17 Oct 2023 15:03:06 GMT

BT Web protect or BT Parental Control switched off

It could also be a data integrity issue, where your account is not linked to the correct network profile. How do I get this resolved?

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

Keith_Beddoe — Tue, 17 Oct 2023 15:10:02 GMT

Only a moderator could ask for this to be checked.

I have asked one of them to comment.

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

JohnC2 — Tue, 17 Oct 2023 15:22:55 GMT

Hi @JohnKam, sorry you're having this fault.
Do you have any open orders on your account?
Cheers

John

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

JohnKam — Wed, 18 Oct 2023 06:06:30 GMT

yes I have an open order, that will take me to full fibre

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

DanielS — Wed, 18 Oct 2023 12:51:17 GMT

Hi @JohnKam,

Thanks for getting back to @JohnC2.

There's a possibility that as soon as your FTTP order completes, then there may be no issues since your connection will be provided in a different manner.

I've sent you a private message anyway in case we need to do some deeper digging to find out the route cause of this before the changeover date.

Thank you

DanielS

Re: multiple. apps not working on multiple mobile phones/tablets since BT swap over on 20th Sept

PaddyB — Sun, 22 Oct 2023 14:27:15 GMT

Hi @JohnKam,

Thank you for taking my call today. I was glad to hear that the connection had improved. I ran a few checks and the connection is looking good. Retrospectively it would be difficult to say for sure what was causing the issue.

Please keep an eye on your connection, if the problem reoccurs please get back to me and I'll look at this for you.

Thanks,

Paddy