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Can’t download images or watch videos on social media

rtwczasek
Tuning in

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

 

15 REPLIES 15

Client62
Legend

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 )

 

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
Forum Team (Retired)
Forum Team (Retired)

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

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


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
Forum Team (Retired)
Forum Team (Retired)

Hi @rtwczasek 

 

Thanks for posting on our community 

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi Travis,

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

thanks,

Ryan

Travis_M
Forum Team (Retired)
Forum Team (Retired)

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

Travis_M
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


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? 

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, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs