Can’t access pictures on Facebook, Instagram or WhatsApp

[kgeriksson]

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

[kgeriksson]

Hi Molly

virus safe and child safe are both off.

and I don’t have the right cables to connect via Ethernet. But hopefully this shouldn’t be necessary?

best

kristina 

[Gareth_L]

Hello kgeriksson

Can you please try a pinhole rest on the hub 

On the back will be a button, may need a hairclip or biro 

Keep the button presses in for a minimum of 30 seconds

Then please let us know if you can access the sites 

Gareth_L

[kgeriksson]

Hi Gareth 

yes we have tried the factory reset and that didn’t help either. 

Kristina 

[Gareth_L]

Thanks for replying Kristina

Does this happen on any other devices as well 

Gareth_L

[kgeriksson]

Hi

it happens on my iPhone and MacBook Air, and the same on my husband’s iPhone and MacBook Air. They only work when there is 3G/4G in the house, which is how I realised the problem in the first place (I no longer have cellular coverage at home).

Kristina 

[Gareth_L]

Thanks for that explanation kgeriksson

Just to confirm you just have our Hub and no 3rd party router set up at all 

Gareth_L

[kgeriksson]

Yes just the one hub!

[Gareth_L]

Hi kgeriksson

Sorry for the delay 

Can you please try accessing Facebook or Whatsapp and see if anything has changed 

Gareth_L

[jpeg1]

This sounds like it might be due to your IP address having been blacklisted by those sites.

Can you try setting the Hub to modem mode and use a device connected by an ethernet cable?

This will change your IP address.  See if you can now access YouTube.

[kgeriksson]

Thanks for the reply. Not sure how to access via Ethernet on MacBook Pro… and on my phone..?! 
YouTube is fine. It’s the Facebook-owned sites. Not sure why I would be blacklisted…?