Certain websites and apps not working - okay on some devices but not others

[Iolaire]

I have the Fibre 500 package for well over a year now. It seems to work fine on some devices but on others certain apps and sites don't load or work. 

On my laptop everything seems to work okay, but on my phone the banking app doesn't work. My housemate has more trouble - he cannot access lots of websites on his computer such as BBC iplayer and can barely use the wifi on his phone at all.

[Chris-TalkTalk]

Could you just switch the ONT and router off and leave them off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[Iolaire]

Hello, I've received the replacement router and set it up but it doesn't seem to have made a difference. It's working on my devices as before but not on my housemates.

[Chris-TalkTalk]

Hi lolaire,

Could I just ask, do you also have an eero router?

Chris

[Iolaire]

Yes that would be great, thank you.

[Anonymous]

Morning,

Thanks for the PM. Would you like us to send a replacement router to see how this compares and to rule this out?

Michelle

[Anonymous]

Morning,

Thank you. Could you confirm, specifically which devices can't access which specific websites and apps please?

Michelle

[Gliwmaeden2]

@Iolaire, are you able to keep in touch more with the forum during the week?

Staff are not on here at weekends, so to move this along a bit, you need to check back Monday and follow up.  Late on a Friday will just hit the weekend again!

[Iolaire]

Hello Chris

I have now added my account number

[Chris-TalkTalk]

Hi Iolaire,

Thanks for updating your profile but could you also please add your account number so that we can locate you on our systems

Thanks

Chris

[Gliwmaeden2]

I'll re-escalate this for you - it will be picked up again by staff after the weekend, @Iolaire.

[Iolaire]

Hello Chris

Apologies for the delayed response over the Christmas/New Years period. I have updated my profile as requested - however I only have the one contact number

[Chris-TalkTalk]

Hi lolaire,

Can you please update your community profile to include your:

• Name
• Telephone 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

Chris

[Iolaire]

I think it is 'FAST 5464 -1. T4'

[Anonymous]

Hello,

Ok thanks for confirming. Which router are you currently using please? (make and model)

Michelle

[Iolaire]

Hello. I've tried this and no improvement. There is no error message as such, some websites just time out and fail to load.

[Anonymous]

Morning,

Do you see any specific error messages when you can't access these sites? Have you tried powering down the router for a full 30 minutes and then retested again as this will clear the current session?

Thanks

Michelle