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kgeriksson
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Can’t access pictures on Facebook, Instagram or WhatsApp

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

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jpeg1
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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. 

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japitts
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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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kgeriksson
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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.

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kgeriksson
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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.

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jbrennand
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

Access to many of those sites is restricted if you have "childsafe" activated on your account.

Log on to the account and click the "My Apps" tab, and navigate to childsafe and if its on - switch it off and try again

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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kgeriksson
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

Checked childsafe setting and that’s off… 

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Molly_G
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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,

Molly_G
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kgeriksson
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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 

 

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Molly_G
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Re: Can’t access pictures on Facebook, Instagram or WhatsApp

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,

Molly_G
Forum Team



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