on 28-06-2021 13:21
Hi,
All of a sudden (since 3G/4G stopped working in my area) I can no longer download photos from Facebook, Instagram or WhatsApp via Virgin wifi on my phone or laptop. Other apps and sites work fine - I can stream BBC iPlayer, YouTube etc. There is no problem with the speed either.
What could the problem be and how can I fix it?
K
Answered! Go to Answer
on 07-07-2021 08:15
It might be worth running a tracert to cdn node to see if they can get there.
Using chrome on the laptop right click on one of the image placeholders and select "Copy image address." open notepad and paste it in there, you'll see something like this:
https://scontent.fgla3-1.fna.fbcdn.net/v/t1.6435-0/s600x600/214867168_10220414916549710_5066565597755746003_n.jpg?_nc_cat=101&ccb=1-3&_nc_sid=b9115d&_nc_eui2=AeFgKCzY6--Q3aNrdoolWcSXDK3UutKRi3QMrdS60pGLdHAp2xTG_7bDU1ehC3CxGXY&_nc_ohc=iz8CtellRv4AX92OW4g&_nc_ht=scontent.fgla3-1.fna&tp=7&oh=f69b143a1735f084151e0c4fdf133bc5&oe=60E9947A
I've coloured the bit we need for the tracert in green.
Open a command window and type in the command:
tracert -4 scontent.fgla3-1.fna.fbcdn.net
Note: The -4 switch is unnecessary for you, it just forces the tracert to go over IPv4, leaving it in won't hurt though. You shouldn't see a long trace as CDN nodes are usually placed on the users own ISP network by the various companies.
tracert -4 scontent.fgla3-1.fna.fbcdn.net
Tracing route to scontent.fgla3-1.fna.fbcdn.net [86.189.107.148]
over a maximum of 30 hops:
1 1 ms 1 ms <1 ms BTHUB [192.168.1.254]
2 10 ms 4 ms 4 ms 172.16.19.151
3 9 ms 8 ms 8 ms 81.130.106.16
4 8 ms 9 ms 8 ms 81.130.106.17
5 8 ms 8 ms 8 ms 86.189.107.148
Give it a try and let us know what you get.
I'm on a BT network here, so can you do a tracert for comparison?
Tim
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on 28-06-2021 13:27
Why has 3g and 4g stopped working? That would only be temporary due to engineering work.
If your local coverage has dropped back to 2g that has very limited bandwidth and only very low resolution pictures will get through.
on 28-06-2021 13:30
Are you using a Virgin Mobile connection to do this? Or a Virgin Broadband connection?
You've posted in the broadband section of the forum, but referred to 3G/4G which are mobile technologies. WiFi is just a connection from your device to a router, and that could easily be a homehub (broadband) or hotspot (mobile device)
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on 28-06-2021 13:41
I’m using Virgin Media broadband and Wifi.
the 3G/4G issue is a separate thing (with O2) and localised to my area (a cellular dark spot in London..!) but means the cell can’t make up for what seems to be an issue with the broadband. In other words, when I’m on 3G away from my house I have no problem getting the pictures/apps to work.
28-06-2021 13:43 - edited 28-06-2021 13:44
Yes that’s an O2 issue in my area. Which means I can’t get the access to apps via cellular data. So when I’m away from my house and using cell data these apps work fine. When I’m on virgin broadband, they don’t.
on 28-06-2021 14:42
on 28-06-2021 15:40
Checked childsafe setting and that’s off…
on 30-06-2021 14:02
Hi @kgeriksson,
Welcome to the forums and thanks for your post! Sorry to hear of the issues you've been having recently - how have things been since your latest post?
Just to understand what is going on a little better, can you confirm what devices this issue is occurring on exactly (make/model of phone etc.)
Also if possible are you able to connect the laptop to the hub via ethernet cable to check whether this improves your downloads?
Let us know how you're getting on,
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30-06-2021 20:17 - edited 30-06-2021 20:18
Hello!
thank you for your response. There is no change to the status - ie I can not access others’ photos on Instagram, Facebook or WhatsApp.
I have an iPhone 8 and a MacBook Pro - so does my husband and he has the same issue.
I haven’t got a cable to try the Ethernet rather than wifi… I’ll see if I can find one. But there is no issue downloading images or videos from other sites or apps.
best, Kristina
on 02-07-2021 11:55
Hey @kgeriksson,
Thanks for your reply, sorry that the issue has continued.
Is 'Virus-Safe' on or off in your settings? Are you able to check whether alternating with this helps with downloading the photos across those apps?
Thanks,
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