Can’t download images or watch videos on social media

[rtwczasek]

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]

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]

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]

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

[rtwczasek]

Hi,

No error messages pop up, just perpetual loading screens that never end. I can post a screen shot when I’m home later if that’s still helpful. 
Thanks,
Ryan

[Travis_M]

Hi @rtwczasek 

Thanks for posting on our community 

[rtwczasek]

Hi Travis,

I think that last message got lost (I can only see my name tagged and nothing else)

thanks,

Ryan

[Travis_M]

Hi @rtwczasek 

Thanks for your response

My apologies for the inconvenience there

I am going to drop you a private message to collect some more information and investigate further, keep an eye on your inbox for a message from myself.

Regards

[stayloa]

Sorry to revive this, but I seem to be having the same issue. It seems to just affect twitter. 

When on mobile (4g/5g), twitter images load fine. When connected to VM, they don't load but the text does.

I've tried alternate DNSs plus 192.168.0.1 but no joy. 

VPN fixes the issue... Any ideas? 

[Kath_P]

Hi stayloa, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue when trying to load images on Twitter. Is this happening across all devices when connected to the WiFi or just a particular one? 

Can you try deleting any cache, cookies and browsing history as well as the app and re-downloading it? 

Can you try accessing on another browser to see if the results are any different? 

Keep us posted on how things go. 

Thanks,