WhatsApp not working over Wi-Fi

[VickyEJ]

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 

[VickyEJ]

Ok 😊

[Chris-TalkTalk]

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

[VickyEJ]

Ok… what do I need to do?

[Chris-TalkTalk]

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

Chris

[VickyEJ]

Yes, you can try that. 

[Chris-TalkTalk]

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

Chris

[VickyEJ]

Yes, it is on and connected to the internet. 

[Chris-TalkTalk]

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

[VickyEJ]

Hi

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

[Chris-TalkTalk]

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

Chris

[VickyEJ]

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. 

[Chris-TalkTalk]

Hi VickyEJ,

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

Chris

[VickyEJ]

Hi Debbie

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

[Debbie-TalkTalk]

Hi Vicky

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

[VickyEJ]

Hi Debbie

i have done this, no change re WhatsApp!

[Debbie-TalkTalk]

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.

[VickyEJ]

Hi Debbie

i have added this information to my profile now. 

thank you 😊 

[Debbie-TalkTalk]

Hi Vicky

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

Thanks

Debbie

[VickyEJ]

Hi Karl, 

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

vicky 

[Karl-TalkTalk]

Hi

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.