WiFi settings

[Sally_3]

I desperately need some advice and help. 

I'm unable to view/download any media via WhatsApp, after weeks of contacting Virgin Media support (it’s been 8 weeks now) , I’m simply passed from team to team with no resolution, told to call back and after numerous calls and hours of conversations I’m still nowhere. It works when using my data but not over Wi-Fi, on other networks (at friends hours/work etc) I have no issues, so I know it’s not device related. 

[newapollo]

It sounds like you may have child safe turned on.  Sign into My Virgin Media >Account settings > Online security and ensure Parental controls is turned off

[Client62]

If you can't disable Child Safe due to lack of access or due to the portal failing to work,
configure your mobile to use a Public DNS so as to bypass VM Child Safe.

E.g. Google Public DNS is  dns.google ( for Android private DNS )
and 8.8.8.8 & 8.8.4.4 ( for most other systems )

[Sally_3]

Thank you for your reply. I have the parental settings on as I have children’s in my household. I want to untick the peer to peer option on the settings to enable WhatsApp but it seems to be an all or nothing options. If I untick the peer to peer these changes aren’t saved. Can you help? This problem has been ongoing for months now and I’m not getting any help from virgin media. 

[Nathan_B]

Hi there @Sally_3 👋 Welcome to the forum and thanks for your post 😊

We're sorry to see you've been having issues with viewing and downloading any media on WhatsApp when on a WiFi connection. Just to confirm, is this being noticed on all WiFi connections or just on VM?

Have you checked WhatsApp settings (settings - data and storage usage) to ensure that content can be viewed via WiFi connections?

Let us know.

Regards

Nathan

[Sally_3]

Thank you so much for your reply! This is just in VM WiFi, when I’m at work WIfi or other people’s WiFi my WA works fine with exchanging of media all working. If friends/family come to my house and they are on the WiFi the same thing with WA happens to them. 
After what feels like weeks and weeks of research and calling the tech team I’ve tried and tested every method but I’m met with being sold extra support packages by the tech support team and WA not working on the WiFi. 
Everything was working perfectly, then a few months back WA doesn’t work on my VM WiFi at home.

Hope you can help as I’m really frustrated after this going on for weeks and week. 
Thank you. 

[Nathan_B]

You're welcome, thanks for confirming. Sorry that this didn't help.

So we can take a look at this I'll pop you a PM to confirm some details.

Regards

Nathan