Instagram, Facebook & Whatsapp Not Loading On Home Wifi

[Nicola2023]

Hi, 

Been trying to resolves this issue for 2 weeks now and not getting anyway over the phone or on the chat function & nobody is providing a solution. 

Instagram, Facebook & Whatsapp stopped loading when on home wifi on Saturday 4th Feb. Everything works fine on mobile network and on any other wifi but none of the above apps (or via browser) work on any device via our home wifi. 

 I logged into the router & noticed numerous errors on the maintenance log (DNS name resolution failure). I have literlaly tried everything and cant bare to spend another hour on the phone with no outcome. I thought a new router to test may work but if we cant get the issue resolved as a matter of urgency we are going to have to cancel. 

Regards

Nicola

[Anonymous]

Hi Brenda,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[BrendaCarney]

Have been trying to sort my problem everywhere  & every way since December with no luck no matter who I contact!

[Debbie-TalkTalk]

Hi Nicola

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Nicola

No problem 🙂

You just connect up the new router using the new cables and filter and then connect your devices using the wireless password from the back of the router.

Thanks

Debbie

[Nicola2023]

Thanks Debbie, 

Is there anything I need to do with the new router or just a case of unplugging the old and plugging in the new? 

thanks for your help so far, much appreciated.

[Debbie-TalkTalk]

Hi Nicola

No problem. The router is on its way, please allow 24-48hrs for this to arrive.

There will be no charge for the router, please let us know how you get on.

Thanks

Debbie

[Nicola2023]

Hi Debbie, 

Yes please send the router as I don't think that will solve the issue as the setting has never been changed and was working fine before Saturday 4th.

Presuming there is no charge for the router?

Thanks

[Debbie-TalkTalk]

Hi Nicola

No problem. Would you like me to order the router now just in case this doesn't work?

[Nicola2023]

Hi Debbie, 

In try when i get home again around 5pm. 

Thanks

[Debbie-TalkTalk]

Hi Nicola

Just one last check before I send the router, could you try changing the firewall level to medium in the router settings?

[Nicola2023]

Hi Debbie, 

Tried factory reset numberous times with the pin. Even logged into the router and did a factory reset that way but no joy. 

Thanks

[Debbie-TalkTalk]

Hi Nicola

Thanks for confirming. Please can you try a factory reset (pin hole reset for ten seconds)

If you are experiencing the same issue then I can send a replacement router for testing.

Thanks

[Nicola2023]

Its like they dont trust our browser or something & had issues logging into ebay as well when it said broswer not secure?

[Nicola2023]

Hi Debbie, 

No this is all turned off, Literally tried everything 

Thanks

[Debbie-TalkTalk]

Hi Nicola

Thanks for updating your Community Profile.

Can I just check, if you log into My Account can you see if HomeSafe/KidsSafe has been switched on?

[Nicola2023]

@Gliwmaeden2 @Debbie-TalkTalk 

Hi, I think I have completed community forum details now. 

Debbie I cant see your response as the other thread has been deleted? 

Thanks

[Debbie-TalkTalk]

Duplicate thread, I have posted on your other thread.

[Gliwmaeden2]

Your thread is in the queue for attention, @Nicola2023.

I will remove the duplicate. 

Staff can't identify your account without your community forum profile details being completed. Please go via your avatar/name; settings; add landline  / account number; SAVE CHANGES.

Wait for staff to respond before posting further, to keep this moving forward in the workflow.