topic Re: New Freedom Fibre line unable to use certain apps/websites in Full Fibre

New Freedom Fibre line unable to use certain apps/websites

Faldinio — Sun, 02 Apr 2023 17:32:38 GMT

Had Freedom Fibre full fibre 500/100 installed a few weeks agoand having issues with certain websites, apps and streaming services. Luckily I still have my FTTC line with another provider and if I switch WiFi network, the same apps/services work fine.

Examples include:

Amazon Prime on TV

Plex on TV

MBNA card app on phone

Amazon Echo Dot 3rd Generation

Many secure websites via mobile browser

Hive Hub (wired)

I am using TalkTalk Wi-Fi Hub 2 version SG4K100158

I have checked and can't find any MTU settings in the router. Since this issue is only present when using the TalkTalk service, and is fine on the same devices over the other provider's FTTC service, it must be an issue with the router and/or the Freedom Fibre connection.

Having had a couple of issues already and seeing how appalling the technical support is, has anyone had these issues before so I can tell them exactly what fixed it, instead of them asking me to swap the ethernet cable between the router and the ONT (like they did when the LOS light was on!)

#Freedom Fibre

#Full Fibre

Re: New Freedom Fibre line unable to use certain apps/websites

ferguson — Sun, 02 Apr 2023 17:58:26 GMT

I am not sure what the issue is here, but it certainly isn't MTU settings which only applies on ADSL/VDSL services. Have you otherwise changed the default settings on your TalkTalk Hub?

Re: New Freedom Fibre line unable to use certain apps/websites

Faldinio — Sun, 02 Apr 2023 21:16:18 GMT

Of course MTU could play a part, not sure why you would think MTU only applies to ADSL/VDSL?

But no, apart from the WiFi password and SSID, I've changed nothing.

Does anyone know what manufacturer of LAC/BNG TalkTalk use?

Re: New Freedom Fibre line unable to use certain apps/websites

ferguson — Sun, 02 Apr 2023 22:05:21 GMT

OK, the MTU is not configurable in your router. All devices/apps/services/streaming etc. work fine on my Hub 2, so I have no idea what the issue is in your case. I will leave it to the support team to respond, hopefully they will pick this up tomorrow.

Re: New Freedom Fibre line unable to use certain apps/websites

martswain — Mon, 03 Apr 2023 00:56:09 GMT

Check the firewall level, I believe MEDIUM is the default, some have mysteriously jumped to HIGH which has caused issues.

Re: New Freedom Fibre line unable to use certain apps/websites

Anonymous — Mon, 03 Apr 2023 06:28:33 GMT

Morning,

I'm sorry to hear this. Can I just confirm, have you been in touch with the Freedom Fibre Team directly?

Thanks

Re: New Freedom Fibre line unable to use certain apps/websites

Faldinio — Mon, 03 Apr 2023 07:01:20 GMT

Hi Michelle.

Not yet. I was hoping this was a known problem and lots of people would have been experiencing it, because contacting support is a nightmare. They seem to have no idea what they're doing. Last time I contacted them they asked me to do stuff like check the power supply to the ONT after I confirmed the lights were on, or reboot the router when the LOS light was on on the ONT.

I guess I'll have to contact them. But while you're here, do you know what manufacturer of BNG you use on your network?

Re: New Freedom Fibre line unable to use certain apps/websites

Anonymous — Mon, 03 Apr 2023 07:04:16 GMT

Morning,

We don't currently have any specific details that we can provide about Freedom Fibre yet via the Community so we can only really advise contacting the dedicated Freedom Fibre Team who should be able to advise.

Thanks

Re: New Freedom Fibre line unable to use certain apps/websites

ferguson — Mon, 03 Apr 2023 09:22:14 GMT

Did you see @martswain's suggestion i.e. check the Firewall setting?

Re: New Freedom Fibre line unable to use certain apps/websites

Faldinio — Mon, 03 Apr 2023 13:47:28 GMT

Firewall lowered to Low (was Medium) no change.

Gave one device a static IP and added to DMZ, no change.

Re: New Freedom Fibre line unable to use certain apps/websites

Anonymous — Tue, 04 Apr 2023 05:39:59 GMT

Hello,

Did you have a chance to contact the Freedom Fibre Team?

Thanks

Re: New Freedom Fibre line unable to use certain apps/websites

Trussy — Sun, 27 Aug 2023 14:17:07 GMT

Did you ever get this sorted? I’ve recently changed over as well and having the same issues?

Re: New Freedom Fibre line unable to use certain apps/websites

Karl-TalkTalk — Mon, 28 Aug 2023 09:13:06 GMT

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

Re: New Freedom Fibre line unable to use certain apps/websites

Faldinio — Mon, 28 Aug 2023 10:30:38 GMT

It's still an issue and I've found the support to be so poor when ringing up about other issues that I've not bothered yet. I have been using a VPN instead.

Re: New Freedom Fibre line unable to use certain apps/websites

Anonymous — Tue, 29 Aug 2023 05:23:28 GMT

Morning,

I'm really sorry to hear this. Would you like us to arrange for the Freedom Fibre Team to contact you directly?

Thanks

Re: New Freedom Fibre line unable to use certain apps/websites

Trussy — Tue, 29 Aug 2023 18:39:47 GMT

Thanks! Sorry not that technical! Are you saying if you use a VPN on the device connected to the same router it works?

thanks again!

Re: New Freedom Fibre line unable to use certain apps/websites

Faldinio — Tue, 29 Aug 2023 19:27:18 GMT

Yeah. That's what I've been doing and it's been fine, so had no incentive to waste my time with the crappy support, because I know they'll never get to the bottom of it.

Re: New Freedom Fibre line unable to use certain apps/websites

Trussy — Tue, 29 Aug 2023 21:06:14 GMT

Nice one! Will do that for now. Going to start a new thread as they’ve suggested and see what happens. Will come back with an update if they actually help me!

Re: New Freedom Fibre line unable to use certain apps/websites

Anonymous — Wed, 30 Aug 2023 12:18:15 GMT

Good afternoon,

I'm really sorry to hear that. If you would like us to escalate this for you then please let us know.

Thanks