Forum Discussion

simonwalters70's avatar
simonwalters70
On our wavelength
31 days ago

WhatsApp not working on WiFi

Same on 2 iPhones and 1 android. My wife and son are convinced WhatsApp started to not work properly or run very slow when our router was replaced months ago because Web safe wasn't working on it and you said we needed a new hub, that fixed the web safe problem but created the WhatsApp problem, if we try and use WhatsApp to send a message we get a timer icon and have to turn off WiFi on our phones to actually send the message, when we receive a message we get a message from WhatsApp saying'you may have new messages' but we can't actually see them so again have to turn off WiFi on our phones and within a few secs the message comes through as normal, tried rebooting hub and pin reset.

  • Client62's avatar
    Client62
    Alessandro Volta

    Use of VM's Parental Control may preventing WhatsApp from working.

    For Hub 5 users, having Smart Security enabled in the VM Connect app has also been problematic.

    Use of a Public DNS on your mobile e.g. Google DNS: 8.8.8.8 & 8.8.4.4
    or for Android: dns.google may be a workaround.

    • simonwalters70's avatar
      simonwalters70
      On our wavelength

      We have a hub 4 router, everything set up standard, web safe set to cut out the usual to safeguard kids and also have F secure but we've had virgin for 15 years maybe with the broadband settings the same, I was surprised that when virgin said we needed a new router that they replaced it with another hub 4 and not a 5 especially when we're on the top 360 package. I read somewhere that it might be the firmware on the router needs updating, but can't find where I read it!

  • Client62's avatar
    Client62
    Alessandro Volta

    it might be the firmware on the router - 100% nothing to do with this.

    Use of VM's Parental Controls ( content filtering ) are always at the root of WhatApp problems.


    • simonwalters70's avatar
      simonwalters70
      On our wavelength

      But I haven't changed any parental controls for years, this all started when we got a replacement router, that's the only thing that's changed! And after that WhatsApp started playing up

  • Client62's avatar
    Client62
    Alessandro Volta

    Not quite the only change, recently "Child Safe" became known as "Parental Controls".
    We don't use this function so can't tell if the old and new version are the same or if the current is stricter.

    We have "Parental Controls" Disabled and "Virus Protection" Enabled - WhatsApp works perfectly.

  • I've have exactly this same problem and seem unable to resolve it. When i have visitors their WhatsApp won't work either.  Its getting worse as when i used to switch off wi fi on my phone and the what's app message would come through this doesn't always happen now. I have people texting me to say  they've sent me a WhatsApp app but the messages on WhatsApp app often don't appear until much later.

    Anyone out there that can help with this.

    • Client62's avatar
      Client62
      Alessandro Volta

      It reads like you also need to disable VM Parental Controls (was Child Safe) 
      in the VM Online Account.

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi Cheall1 thanks for posting and welcome back to our community.

      Sorry to hear WhatsApp is not working with your WiFi. And for any inconvenience this may be causing your household. Do you have our Web/Child Safe active? And if so, just to test, have you attempted to switch off and use Whatsapp? 

      Regards

      Lee_R