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WhatsApp not working over Wi-Fi

VickyEJ
Team Player
Private Message
Message 81 of 81

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 

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80 REPLIES 80

Message 1 of 81

Hi Vicky

 

I'm just sending you a Private Message.

 

Thanks

 

Debbie

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Message 2 of 81

Hi Vicky

 

Apologies for all the questions. I will let you know as soon as the team come back to me.

 

Thanks again.

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Message 3 of 81

UPNP is off all the time because of the safety implications mentioned in earlier posts. 
It takes several minutes to connect, if it connects at all. 
I am able to make and receive call, sms and video calls via other routes on my phone eg FaceTime and Facebook messenger. 
My mobile service provider is not relevant as this is to do with WhatsApp not working over wifi… it works when using 4G and on other people’s wifi providers eg BT & Sky (with UPNP switched off). 

Have the devices team read through this thread? 

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Message 4 of 81

Hi Vicky

 

MO stands for 'mobile originated' and is any message sent from a mobile device. Once delivered to the recipient it becomes an MT message i.e. a message delivered to a recipient via the MNO's infrastructure.

 

Thanks

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Message 5 of 81

What do the abbreviations MO/MT mean?

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Message 6 of 81

Hi Vicky

 

Thank you. 

 

When it was working intermittently was upnp switched on or off?

 

I have a few more questions from our Devices Team:

 

  1. What’s app connection time?
  2. Was the customer able to make MO/MT calls? 
  3. Was the customer able to make MO/MT SMS? 
  4. Was the customer able to make MO/MT video calls? 

which mobile operator does your SIM belong to, is the experience the same while using a different SIM?

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Message 7 of 81

UPNP switched off at the moment. 

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Message 8 of 81

Hi Vicky

 

Thanks for your reply.

 

Just to confirm, is this with upnp switched on or off?

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Message 9 of 81

Hi debbie

sorry for the delay in response. I tested WhatsApp over the weekend… it seemed to work intermittently for sending and receiving messages. Sometimes messages were coming through, other times I would turn the wifi off and then they would come through. 
If I wait for a while and the connecting icon is whirling round, sometimes it connects eventually, other times it doesn’t at all. 
It’s still is not allowing me to make or receive audio or video calls via when using the wifi. 
hopefully this answers their questions. 

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Message 10 of 81

Hi Vicky

 

Our Devices Team are completing some testing and they have asked a few questions (about the WhatsApp issue you were experiencing)

 


Does WhatsApp never work on the WFH or is it intermittent? 

 

If the customer attempts to use WhatsApp does it work eventually i.e. after a minute or two. If so once it starts working does it continue to work or will it randomly disconnect again at some point? 

 

Thanks

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Message 11 of 81

Hi Vicky

 

Our Devices Team are completing some testing and they have asked a few questions (about the WhatsApp issue you were experiencing)

 


Does WhatsApp never work on the WFH or is it intermittent? 

 

If the customer attempts to use WhatsApp does it work eventually i.e. after a minute or two. If so once it starts working does it continue to work or will it randomly disconnect again at some point? 

 

Thanks
 

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Message 12 of 81

Hi Vicky

 

Sorry for the delay.

 

I'm just waiting on some additional information from our Devices Team.

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Message 13 of 81

Hi

 

I will raise this to our Devices Team now and I will post back as soon as I have further information.

KeithFrench
Community Star
Private Message TalkTalk
Message 14 of 81

Hi @VickyEJ @Debbie-TalkTalk 

 

I am sorry, but I must disagree that UPnP when enabled does not pose a security threat, it most definitely does. Whoever told Debbie this, is wrong.

 

Whilst this can be very convenient, be aware that there are known vulnerabilities when a router has UPnP enabled. It is not just the device utilising UPnP that can be made insecure but any device connected to the router can become vulnerable.

To understand why just enabling UPnP can make your network and the connected devices vulnerable, just consider the capabilities that IGDP has and this will make it easy to understand why you do not want it controlled via UPnP:-


1. It does not require any login credentials to perform any of the following on your router.
2. Learn the public (WAN) IP address of the router
3. Request a new public IP address for the router
4. List existing port mappings on the router
5. Add and remove port mappings on the router
6. Assign lease times to mappings on the router

 

Any malware etc that manages to infect a device on your local network can utilise UPnP, just like legitimate applications can. Whilst a router normally blocks incoming connections, preventing some malicious access, UPnP could allow a malicious process to bypass the firewall entirely.


There is no way to mitigate this vulnerability, because UPnP treats all local applications as trustworthy and allows them to forward ports.

 

Note as mentioned above, there is no login required to change these port mappings, thus making it very easy for malware to take advantage of UPnP. The only way to make UPnP secure is to disable it. Therefore the much safer approach is to use Port Forwarding & leave UPnP disabled.

 

If your WhatsApp requires any port forwarding, which I doubt, I can help with this.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 15 of 81

Hi Vicky

 

Thanks for your reply.

 

EDITED POST - checking again with devices team.  I would suggest speaking with your IT department, they can check and confirm everything is ok and fully secure with your VPN client.

 

Is WhatsApp working now?

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Message 16 of 81

Hi Debbie 

from what we understand, having the upnp function enabled poses a security risk. We both do some work from home with sensitive data and wouldn’t want to take any risk re that. 
not sure if there are any other solutions?

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Message 17 of 81

Hi Vicky

 

Thank you. I can see that the firmware has updated to version 158.

 

Do you need to switch upnp off?

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Message 18 of 81

Morning

it is on now. I think an update happened yesterday. We now have the function to turn upnp on/off. When it’s disabled WhatsApp doesn’t work. 

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Message 19 of 81

Hi Vicky

 

I'm sorry for the delay.

 

I can't connect to your router at the moment, is the router switched on?

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Message 20 of 81

Hello,

 

I'm sorry for the delay. I'll see if I can find out when this will be completed and will post back as soon as I know more.

 

Thanks