Can't Download Pics or Videos on WiFi

[sann28]

Just switched over to Rogers internet at home yesterday and now I cannot download any pictures or videos through wifi on WhatsApp

*Edited Title & Labels*

[Jaywysper]

I am having the same issue. Is there any final solution from rogers. Seems like the issue started about a week ago. No settings changes were made on modem.

[Datalink]

Android, IOS or pc/laptop?

[jimvaldesg]

It seems that problem is only on android devices. I can only confirm that for samsung s9 and s7. Iphone and PCs work fine

[paz]

Me too!! No WhatsApp media download for the last couple weeks on the Rogers Wi-Fi. Tried with multiple Rogers routers.

[kko2046]

nevermind, spoke too soon, problem came back.  Turning off 5GHz SSID, and unblocked ICMP in firewall ipv6 settings.  Restarted the modem several times (hard restart, restart from modem admin page, and restart gateway from Rogers Wifi Hub app).  Problem seems to have gone away for a few hours but back for sure now.

same for me the combination observed is  Rogers Ignite, Wifi, WhatsApp, Samsung Android phone.

LTE, other apps, iphone ipad, all these combination seems fine.

[joelmine]

OK I called Rogers this morning and they said they are aware of the issue and are working to resolve it. But please keep posting here as they do not know the root cause. Post your issue and explain . The more users and info they get the easier it will be for them to resolve.

[jz]

Have not been able to do this for last few weeks. No pics or vids while connected to rogers internet. When tracing whatsapp using v6 I had to specify the www. or it wouldn't resolve.

Tracing route to whatsapp.com [169.55.60.170]
over a maximum of 30 hops:

1 3 ms 1 ms 1 ms localdomain
2 18 ms 15 ms 13 ms 174.112.66.1
3 17 ms 19 ms 16 ms 66.185.91.221
4 15 ms 12 ms 11 ms 209.148.236.177
5 21 ms 26 ms 22 ms 209.148.231.77
6 17 ms 20 ms 12 ms 69.63.248.81
7 24 ms 29 ms 22 ms 69.63.248.74
8 27 ms 31 ms 32 ms 209.148.235.101
9 * * * Request timed out.
10 * 33 ms * ae6.cbs02.eq01.chi01.networklayer.com [50.97.17.34]
11 56 ms 66 ms 37 ms ae1.cbs02.cs01.wdc05.networklayer.com [169.45.19.110]
12 59 ms 37 ms 42 ms ae8.cbs02.eq01.wdc02.networklayer.com [169.45.18.186]
13 40 ms 37 ms 39 ms bd.10.35a9.ip4.static.sl-reverse.com [169.53.16.189]
14 37 ms 34 ms 37 ms e1.76.2bd0.ip4.static.sl-reverse.com [208.43.118.225]
15 74 ms 39 ms 38 ms aa.3c.37a9.ip4.static.sl-reverse.com [169.55.60.170]

Trace complete.

---------------------------------------------------------------------------------------------------
C:\Users\user>tracert -6 whatsapp.com
Unable to resolve target system name whatsapp.com.

---------------------------------------------------------------------------------------------------
Tracing route to mmx-ds.cdn.whatsapp.net [2a03:2880:f20e:c5:face:b00c:0:167]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms pfSense.localdomain [2607:fea8:e380:20b:215:17ff:fe2e:644a]
2 23 ms 18 ms 12 ms 2607:f798:80c:4e::1
3 19 ms 23 ms 23 ms 2607:f798:10:4c59:0:661:8509:1221
4 17 ms 15 ms 16 ms 2607:f798:10:2d7:0:2091:4823:1073
5 26 ms 28 ms 28 ms 2607:f798:10:39d:0:690:6324:8058
6 43 ms 34 ms 20 ms 2607:f798:10:359:0:2091:4823:5210
7 24 ms 45 ms 77 ms ae8.pr02.yyz1.tfbnw.net [2620:0:1cff:dead:beee::bc2]
8 25 ms 21 ms 21 ms po102.psw02.yyz1.tfbnw.net [2620:0:1cff:dead:bef0::b5]
9 21 ms 21 ms 23 ms po2.msw1ah.01.yyz1.tfbnw.net [2a03:2880:f00e:ffff::43]
10 27 ms 22 ms 19 ms whatsapp-cdn6-shv-01-yyz1.fbcdn.net [2a03:2880:f20e:c5:face:b00c:0:167]

Trace complete.

[FMA1]

I have been having the same issue on android. Seems to have started a couple of weeks ago. Rogers tech please advise.

[AKG84]

Also having the same issue. I reached out to whatsapp and they assured me that it was a wifi issue. Issue happens with my Samsung S9+ and my girlfriends S10. Both are running android version 10. Any help is appreciated here as it seems to be a widespread issue.

[Superspeed231]

Have been having the same issues for the past two weeks on multiple Android devices.
Any update on what the solution is?

[YOUSUF786]

Have been having the same issues for the past two weeks on Android Samsung Note 10+ device. Photos and videos don't download on Wifi. Works well on Data and Bell wifi. Since new whatsapp update on March 2nd, the photos and videos do not download on Whatsapp.
Any update on what the solution is?

[wofo123]

I have a Hitron CODA 4582

This seems to have fixed it and I can download whatsapp pics now

in modem > Basic > Gateway function > Router Mode > switch it to IPv4 (Previously it was dual)

[jimvaldesg]

Thanks do yoh kbow How can i disable ipv6 on this modem? CGM4140COM

[Rnass083]

Wow. I just don't get it. Facebook Messenger has no problems whatsoever for pics and videos. What does WhatsApp, which is owned by Facebook, have these problems?? LTE is working great with WhatsApp. This doesn't make any sense

[Rnass083]

It's 💯@ wifi issue. It works perfectly on LTE

[test1234d]

Same here. Went and got my parents a Rogers internet and they are very unhappy with me. Same problem happens and confirmed only on Samsung phones. Will try to disable Ipv6 and try.

[test1234d]

I just tried the custom firewall suggestion by unblocking ICMP. The first time it didn't work. So did it again and this time I removed the WiFi from my phone and added it again. So far so good but this happens all the time. If I do forget network and add the WiFi again then it works for a short time. Anyways, will report again if this didn't work.
Still didn't know how to disable the ipv6. I have the grey modem. Will search it later and see if there is a way.

[AlexcB]

From what ive seen with the black xb6 modem, you can't strictly disable ipv6 outright.Turning off wifi and re-enabling it allows it to work for a short while but quickly stops again. Its frustrating.
On my windows laptop i can disable ipv6 but on my phone i cant. I've also found Ethernet doesn't work on my pc unless i enable ipv6.
Disabling ipv6 on wifi works fine on my laptop however

[Datalink]

@AlexcB drill down into the IPV4 adapter settings and check the Internet Protocol Version 4 (TCP/IPv4) properties.  It should be set to "Obtain an IP address automatically" and to "Obtain DNS server address automatically".

When you disable IPV6 for the wifi adapter, are you able to access photos and videos, both download and upload?

[AbhiGeek]

Any fixed solution on this one? 7 pages of thread is a lot to go through!
This issue is frustrating like anything.

[test1234d]

I found a half solution so far. After enabling ICMP on the router for Ipv6, if I keep the phone on airplane mode and turn on WiFi then it works for hours.
Not an ideal solution but I am on Samsung note 8 and didn't see this issue on any of the iPhones at home.
So the short answer, no solution yet. I need to find another android phone to see if this issue is only with Samsung or all Android phones.