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]

Hi Debbie 

just wondering how we’re doing re the update? 
thanks

vicky. 

[Debbie-TalkTalk]

Hi VickyEJ

Thank you 🙂

I have asked our devices team to push the new firmware update to your router. I will post back to confirm once this has been completed.

Thanks again.

Debbie

[VickyEJ]

Hi debbie

thanks for your message. The router is now switched on, so you should be able to connect to it 🙂

[Debbie-TalkTalk]

Hi VickyEJ

I can't connect to your router. Please can you send me a Private Message with the serial number from the back of your router.

Thanks

[KeithFrench]

You are talking about an older version of firmware, it is still there. What version are you running?

[ferguson]

Mine's still there?

[VickyEJ]

Hi Keith

thanks for your suggestion. Unfortunately since our firmware was updated, the option to disable upnp no longer exists and talk talk have to do this for customers now!

[KeithFrench]

i @VickyEJ 

This is how you disable UPnP on the Sagemcom 5364/5464:-

Disable UPnP

[ferguson]

@Chrace Please start your own topic and the support team will be happy to help when they are back online from Monday.

[Chrace]

Any chance you could upgrade firmware on my router as well please?

Same problem, Whatsapp not happy.

I've tried getting the XMPP protocol over port 5222 opened but it was a temporary solution it seems.

Many thanks

[VickyEJ]

Hi Michelle

thanks for your message. 
the firmware update seems to have worked, which is great! 

But… my husband has logged onto to look at the router settings and noticed that UPNP / port forwarding is enabled and the function to disable it has gone? From what we understand this causes a security issue. He wants this disabled… will this affect WhatsApp? 

[Michelle-TalkTalk]

Morning,

How has your connection been?

Thanks

[Chris-TalkTalk]

OK, I'll start the update now. Please don't switch off your router

Chris

[VickyEJ]

Hi Chris, 

yes, go ahead. Thanks. 

[Chris-TalkTalk]

Hi Vicky,

Yes, no problem, is it OK to do it now?

Chris

[VickyEJ]

Hi Chris

please can we try the firmware change? Thanks 

Vicky 

[Chrace]

Hi VickyEJ.

I have had problems with Whatsapp on Talktalk WiFi as well but found a way around it. Slightly technical so might want to find someone who knows about routers and firewalls if you don't.

First go to https://myaccount.talktalk.co.uk and log in. Click "My Security" and you'll see "Kids Safe" at the top. It's probably on. I have kids and actually quite like the added protection layer so wanted to find a way around not simply turning it all off.

Step one is to click the grey banner named "Choose which websites to block and allow". Whatsapp is deemed a peer-to-peer platform and as such comes under the category that could have grooming risk. I can see the idea but prefer to manage that with my kids directly. To remove the block, write "whatsapp.net", tick "Allow" and click "Save changes". (This is the same for Teamviewer which I use for work, in that case it's "teamviewer.com").

Step two is far more technical and you might want some help. Getting it wrong could render your internet connection unusable, or add a security risk.

We need to add access for the XMPP protocol that Whatsapp uses. It runs on port 5222, allegedly with a fallback to port 443 but this fallback doesn't see to work on my network.

From your local network go to http://192.168.1.1 and log in. Username is "admin" and the password is on the back of your router under the slide-out WiFi card.

Go to "See internet settings" -> "Manage advanced settings" -> "Continue" -> "Access control" -> "Firewall" -> "Custom".

Enter the following:
Custom Name: Whatsapp XMPP
Service Name: Other
Protocol: TCP
Local IP: 192.168.1.0
Local Port: 0
Remote IP: 0.0.0.0
Remote Port: 5222
Action: Accept From Local

Click "Add", then "Apply". Click the "Home" (House) button at the top, and then "Access control" -> "Firewall". Ensure it is now on "Custom" and your new "Whatsapp XMPP" rule has been added at the bottom of the page.

After a few minutes it should all work again.

Hope this helps!

[Chrace]

Hi VickyEJ.

I have had problems with Whatsapp on Talktalk WiFi as well but found a way around it. Slightly technical so might want to find someone who knows about routers and firewalls if you don't.

First go to https://myaccount.talktalk.co.uk and log in. Click "My Security" and you'll see "Kids Safe" at the top. It's probably on. I have kids and actually quite like the added protection layer so wanted to find a way around not simply turning it all off.

Step one is to click the grey banner named "Choose which websites to block and allow". Whatsapp is deemed a peer-to-peer platform and as such comes under the category that could have grooming risk. I can see the idea but prefer to manage that with my kids directly. To remove the block, write "whatsapp.net", tick "Allow" and click "Save changes". (This is the same for Teamviewer which I use for work, in that case it's "teamviewer.com").

Screenshot:

Step two is far more technical and you might want some help. Getting it wrong could render your internet connection unusable, or add a security risk.

We need to add access for the XMPP protocol that Whatsapp uses. It runs on port 5222, allegedly with a fallback to port 443 but this fallback doesn't see to work on my network.

From your local network go to http://192.168.1.1  and log in. Username is "admin" and the password is on the back of your router under the slide-out WiFi card.

Go to "See internet settings" -> "Manage advanced settings" -> "Continue" -> "Access control" -> "Firewall" -> "Custom".

Enter the following:
Custom Name: Whatsapp XMPP
Service Name: Other
Protocol: TCP
Local IP: 192.168.1.0
Local Port: 0
Remote IP: 0.0.0.0
Remote Port: 5222
Action: Accept From Local

Click "Add", then "Apply". Click the "Home" (House) button at the top, and then "Access control" -> "Firewall". Ensure it is now on "Custom" and your new "Whatsapp XMPP" rule has been added at the bottom of the page.

Screenshot:

Give it a few minutes and it should all start working again.

Hope this helps both you and others who may come across this.

[Chris-TalkTalk]

Hi Vicky,

We can try a different firmware on your router. Would you like to give this a try?

Chris

[VickyEJ]

Hello

so the new router arrived and we have tried it this morning. Sadly it has made no difference! 
what’s next to try? 
thanks

vicky