Forum Discussion

rtwczasek's avatar
rtwczasek
Tuning in
2 years ago

Can’t download images or watch videos on social media

Hi,

We can’t download any images from social media sites (instagram, twitter, WhatsApp) when connected to wifi. We also can’t watch videos on these sites. Videos will play on YouTube but take a couple of minutes to load for each video. 

this is the case on a range of mobile devices as well as our tv (for the YouTube), which is plugged into the router via Ethernet. 

This has been an issue since the installation of a replacement Hub 4 a couple of months ago. 

Any suggestions would be welcome!

Thanks

 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    I'm trying to gauge if this is a VM DNS related issue. 

    If 18+ content is also blocked ( online betting etc etc ) VM's Child Safe may be the issue.

    VM Web Safe settings for Hubs in Router mode

    Login to the Virgin Media online account at : https://www.virginmedia.com/my-virgin-media

    Then visit : Account Settings >>> Online Security

    Set Virus Safe to On    ( On is normally fine & preferable )  
    Set Child Safe to OFF ( this is the option that is blocking most content )

     

    • rtwczasek's avatar
      rtwczasek
      Tuning in
      2 years ago

      Many thanks for the reply,

       

      Unfortunately not though. Settings are already set up that way and no problem accessing gambling sites when connected to Wi-Fi. 

      Ryan

      • Travis_M's avatar
        Travis_M
        Forum Team (Retired)
        2 years ago

        Hi rtwczasek 

         

        Thanks for posting on our community forum and sorry to hear about the issue with your broadband

         

        May I ask what the error messages are when you try to play/stream the videos? If you could, a screenshot would come in handy too

         

        Regards

  • amcscfc's avatar
    amcscfc
    Joining in
    2 years ago

    Has there been a fix for this issue as yet???? I'm having the same issues when connected to WiFi at home???? Why's it blocking videos all of a sudden????????

    • rtwczasek's avatar
      rtwczasek
      Tuning in
      2 years ago

      I still haven’t got a fix unfortunately. I’ve spoken to five separate people over several hours on the phone and they all just run through the same steps then tell me there’s nothing wrong with the WiFi before passing me onto someone else! 

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        2 years ago

        Hello rtwczasek.

        Sorry to hear the above issue is still not resolved.

        I dealt with a similiar problem at all and the fix was to swap the hub over.

        From what you have posted there is little or no point going through diagnostics again

        I would like see if we can get a Technician out before Christmas.

        If you don't mind, I will need to send you a private message to pass security. 
        If you can check the Logo top right of your screen that would be great. 
        Regards     
        Gareth_L