topic Re: WhatsApp not working over Wi-Fi in Broadband

WhatsApp not working over Wi-Fi

VickyEJ — Tue, 20 Dec 2022 15:54:55 GMT

Hello

For several weeks now I have been unable to use WhatsApp video call over my wifi and now it’s not working for messages either. WhatsApp working fine over 4G and on other peoples wifi.

Looking at other threads on here, other people have had this issue too!
Please can I have some help / suggestions on fixing this!

thanks

Vicky

Re: WhatsApp not working over Wi-Fi

Karl-TalkTalk — Tue, 20 Dec 2022 16:29:23 GMT

Can you log into My Account and check under Home Safe settings, see if any options such as Kids safe or other controls are switched on.

Karl.

Re: WhatsApp not working over Wi-Fi

VickyEJ — Tue, 20 Dec 2022 18:17:49 GMT

Hi Karl,

thanks for your message.
kids safe is off. Scam protection and virus alerts are on?!

vicky

Re: WhatsApp not working over Wi-Fi

Debbie-TalkTalk — Wed, 21 Dec 2022 06:32:03 GMT

Hi Vicky

Please can you add your name and TalkTalk landline number to your Community Profile.

Thanks

Debbie

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 08:17:24 GMT

Hi Debbie

i have added this information to my profile now.

thank you 😊

Re: WhatsApp not working over Wi-Fi

Debbie-TalkTalk — Wed, 21 Dec 2022 08:21:05 GMT

Hi Vicky

Thank you. I've checked and I can see that you are using the Sagemcom WIFI hub.

Please can you try powering down your router for a full 30 minutes.

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 10:00:18 GMT

Hi Debbie

i have done this, no change re WhatsApp!

Re: WhatsApp not working over Wi-Fi

Debbie-TalkTalk — Wed, 21 Dec 2022 10:03:00 GMT

Hi Vicky

Could you try switching HomeSafe/KidsSafe and homework time on in My Account, then please switch this off again 30 minutes later?

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 10:35:03 GMT

Hi Debbie

I have switched these on and they are now back off again. No change re WhatsApp.

Re: WhatsApp not working over Wi-Fi

Chris-TalkTalk — Wed, 21 Dec 2022 10:48:50 GMT

Hi VickyEJ,

Do you get any error message when you try to send a message via whatsapp?

Chris

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 11:08:40 GMT

Hi Chris

it just says that it’s connecting, but doesn’t connect! When I turn the wifi off on my phone, WhatsApp works straight away via 4G.

Re: WhatsApp not working over Wi-Fi

Chris-TalkTalk — Wed, 21 Dec 2022 11:15:31 GMT

Do you access whatsapp on more than one device? If so do experience the same issue on other devices?

Chris

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 11:20:54 GMT

i don’t use WhatsApp on another device, but WhatsApp is not working on my husbands phone either. His is android mine is iPhone.

Re: WhatsApp not working over Wi-Fi

Chris-TalkTalk — Wed, 21 Dec 2022 12:48:42 GMT

Could you just confirm that your router is currently switched on and connected to the internet, I'm having trouble communicating with it

Thanks

Chris

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 12:50:30 GMT

Yes, it is on and connected to the internet.

Re: WhatsApp not working over Wi-Fi

Chris-TalkTalk — Wed, 21 Dec 2022 12:57:22 GMT

OK thanks. I can try updating your router firmware, would you like to give this a try?

Chris

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 13:13:30 GMT

Yes, you can try that.

Re: WhatsApp not working over Wi-Fi

Chris-TalkTalk — Wed, 21 Dec 2022 13:14:34 GMT

Would you like me to update the firmware now, it can take up to 10 minutes?

Chris

Re: WhatsApp not working over Wi-Fi

VickyEJ — Wed, 21 Dec 2022 13:19:55 GMT

Ok… what do I need to do?

Re: WhatsApp not working over Wi-Fi

Chris-TalkTalk — Wed, 21 Dec 2022 13:22:11 GMT

OK, I'll start the update now, you don't need to do anything just please don't switch off your router