topic Re: Freedom Fibre- Unable to connect to 3rd party apps in Full Fibre

Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Tue, 29 Aug 2023 21:08:34 GMT

Hi,

I’ve recent had a freedom fibre line installed with the talk talk hub 2. However when connecting devices to the new router I cannot seem to access 3rd party services.

All devices are connect to the internet and have better speeds than with my previous ISP. The issue only arises during that final connection to the apps. I have reset all devices and the router several times. It’s almost as if something is blocked in the background.

Below is a list of devices and services not working.

PS5 - connected to internet but cannot log into PSN (I have found a fix for this by changing the MTU settings on the PS5 itself, however this option isn’t available on any other device.

Samsung Smart TV

- Netflix NW 2-5 error (connected to internet)

Channel 4 - app loads but programs do not.

Samsung App Store - won’t load

LG Smart TV.

- Netflix NW 2-5 error (connected to internet)

LG App Store - won’t load says internet connection is unstable. Never had this issue with old ISP.

Amazon Fire Stick

- Home Screen fails to load when connected to router. Works fine when I hotspot to my phone..

the Freedom Fibre website doesn’t give to much away in terms of who to contact for issues. Just says Talk Talk. I tried live chat last week but I haven’t been provided with any account details yet so no one could help…

It’s a bit of a joke you’ve got to jump through so many hoops just to login to basic services. Should just be plug and play like all other ISP I’ve used in the past.

Re: Freedom Fibre- Unable to connect to 3rd party apps

KeithFrench — Tue, 29 Aug 2023 21:31:42 GMT

TalkTalk is your iSP, not Freedom Fibre, therefore TalkTalk is who you need to contact.

What is the router's Firewall level, it should be medium. If set to high, this will cause issues.

Re: Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Tue, 29 Aug 2023 21:45:19 GMT

Cheers Keith. Hopefully someone here can help then.

Firewall is set to medium!

Re: Freedom Fibre- Unable to connect to 3rd party apps

Anonymous — Wed, 30 Aug 2023 05:31:57 GMT

Morning,

We can arrange for someone from the team to contact you directly.

Can you please update your community profile to include your:

Name
Telephone number/account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Freedom Fibre- Unable to connect to 3rd party apps

Anonymous — Wed, 30 Aug 2023 12:57:18 GMT

Hello,

Could you also add your Account Number into your Community Profile please and post back here to confirm once this has been completed. Please do not post any personal information on the Community.

Thanks

Re: Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Wed, 30 Aug 2023 12:59:38 GMT

Hi,

I’ve updated all the information I have. I have not been given an account number by freedom fibre.

Thanks,

Re: Freedom Fibre- Unable to connect to 3rd party apps

Anonymous — Wed, 30 Aug 2023 13:01:25 GMT

Hi,

Were you provided with a landline telephone number or a order reference number please? Again, please add this to your Community Profile only.

Thanks

Re: Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Thu, 31 Aug 2023 19:31:17 GMT

No, I got a text saying when the engineer would be coming and a phone call on the day. That’s all I’ve had.

Re: Freedom Fibre- Unable to connect to 3rd party apps

mrwrighty — Thu, 31 Aug 2023 21:48:59 GMT

Is this a common issue with services going over the Freedom Fibre network, if so you are not alone.

https://community.talktalk.co.uk/t5/Fibre/PSN-Login-not-working-since-FTTP-install/td-p/2900609

https://community.talktalk.co.uk/t5/Full-Fibre/New-Freedom-Fibre-line-unable-to-use-certain-apps-websites/td-p/2964268

Re: Freedom Fibre- Unable to connect to 3rd party apps

Chris-TalkTalk — Fri, 01 Sep 2023 07:16:02 GMT

Hi Trussy,

Were you already a TalkTalk customer with a different service or have you migrated from another ISP?

Chris

Re: Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Fri, 01 Sep 2023 08:35:53 GMT

Another ISP!

Re: Freedom Fibre- Unable to connect to 3rd party apps

Chris-TalkTalk — Fri, 01 Sep 2023 08:37:39 GMT

OK thanks. Could you add your address to the private notes section of your community profile, hopefully we'll be able to find your account with that

Chris

Re: Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Fri, 01 Sep 2023 09:07:49 GMT

Thanks Chris! I have done this

Re: Freedom Fibre- Unable to connect to 3rd party apps

Chris-TalkTalk — Fri, 01 Sep 2023 11:39:16 GMT

Ok thanks, I'll pass this over to the relevant team. We'll let you know when we receive an update or they may contact you directly

Chris

Re: Freedom Fibre- Unable to connect to 3rd party apps

Trussy — Fri, 01 Sep 2023 18:59:03 GMT

thanks Chris.

update for everyone. This has been resolved. Someone from the new trials team called me. Freedom Fibre have apparently resolved the issues a few weeks ago. Everyone’s router should have automatically updated but clearly this hasn’t been happening.

Anyway they did something in the background and everything seems to be working!

Thanks!

Re: Freedom Fibre- Unable to connect to 3rd party apps

Anonymous — Mon, 04 Sep 2023 05:19:45 GMT

Morning,

I'm really glad to hear this and thanks for letting us know 🙂

Thanks