Instagram feed not loading over Wi-fi

[word2yamama1]

Hello,

My instagram feed does not work over my home wi-fi.  The program opens but the feed won't load, searches don't work, other peoples pages don't load.

Instagram on smartphone connected to home Rogers wi-fi - not working

Instagram on smartphone connected to Roger Wireless network - working

Instagram on smartphone connected to third party wi-fi - working

Thanks!

**Added Labels**

[RogersZia]

Hello @word2yamama1,

Welcome to the Community and thank you for your post !

This is surely odd, what device are you using? Is this something recent? Or have you experienced this issue on your device in the past?  Have you tried uninstalling and reinstalling the app? What happens when you access Instagram on WiFi on a browser? Are you able to access the feed then?

Anyone else in the Community experiencing this issue?

RogersZia

[gp-se]

---

@word2yamama1 wrote:

Hello,

My instagram feed does not work over my home wi-fi.  The program opens but the feed won't load, searches don't work, other peoples pages don't load.

Instagram on smartphone connected to home Rogers wi-fi - not working

Instagram on smartphone connected to Roger Wireless network - working

Instagram on smartphone connected to third party wi-fi - working

Thanks!

**Added Labels**

---

What Make/Model Modem/Router are you using at home when it doesn't work?

Have you tried restarting the Modem to see if that helps?

[word2yamama1]

I’m using the Hitron modem. Unfortunately, I’ve tried restarting and the issues still occurs.

[word2yamama1]

I’m using an IPhone 7 Plus.

The issue has been fairly recent, it started about 2 to 3 weeks ago.

I’ve uninstalled and reinstalled the app. Issue still persists.

Instagram on browser using wifi works fine.

Also works on my laptop over wifi.

[RogersTony]

Hello @word2yamama1,

To understand the problem you are experiencing, we would need to know more information.

• Is this issue only happening on the iPhone 7 Plus?
• Did you recently update the iOS on your device to iOS 11 and started noticing issues after that point?

Also, we were wondering if there were any other devices that you could test this on, other than your personal cell phone. We want to see if you are having the exact same issue, while connected to your Wi-Fi network. It would help us get a better idea of the root cause of the problem.

Have you noticed any other applications affected by this, on your iPhone?

Keep us posted!

RogersTony

[word2yamama1]

Hi Tony,

I updated my phone to iOS 11.03 and it seems to have cured the problem.  Will let you know if it starts happening again.

Thanks for all of the quick responses.

[futurelgcy]

This same problem happening on windows 10 pc for me. When plug direct to my own router it works but it doesn't when connected to CODA-4582. Very strange.

[futurelgcy · Accepted solution]

IPV6 causes the issue. Disable ipv6 and Instagram app works 100%.

[Adibaba]

I diabled IPV6 on modem, but the issue still exists.

As soon as I disable Wifi I can see videos on Instagram with LTE very smoothly.

This is a problem with streaming. nothing to Do with IPV6.

[Datalink]

Did you reboot both the modem and device after disabling IPV6?  If not, give that a go and see if that changes anything. 

[Adibaba]

Of course I did reboot my modem, but as I said the issue is still there.

[RogersZia]

Hello & Welcome to the Community @Adibaba !

Thank you for mentioning the troubleshooting steps you've already taken. Have you noticed if this is an issue specific to one device or are you experiencing this issue on multiple devices? 

RogersZia

[Adibaba]

I tried on these devices iPhone 7, iPhone 7Plus, iPad Pro iOS 11.2.6

same issue on all of them.

[Datalink]

To me that says, DNS issue or network issue.  What are you using for your Domain Name Server, which is set in the modem?  If you haven't changed it, you will be using the Rogers DNS.  If you have changed it, what are you currently using? Are the apple devices using the DNS as supplied by the modem, or do they have their own DNS addresses set.  I'm not an apple device user, so, I'm not aware of whether or not the DNS can be set independently in IOS, but I'd be surprised if you couldn't do it. 

[Adibaba]

I don't think this has anything to do with DNS, I tried that before.

the problem comes with the new modem replacement by Rogers, Hitro CODA-4582u. 

I had no problem with CGNM modem.

[Datalink]

Ok, that's exactly what we need to know ..... another 4582 issue.  What firmware version do you have in the modem at the moment?

[Adibaba]

software version is : 2.0.10.28T2

[Datalink]

Have you done a reboot recently to see if the modem will update to .33.  It should.  If it doesn't, then a message should be sent to @CommunityHelps requesting .33.  Send your modems MAC address as well, which is also listed on the Status tab. 

[Adibaba]

rebooted many times, it doesn't update the firmware. is there any way to force update the firmware?

[Datalink]

Not from your end.  You can call tech support to generate a work order or send a pm to @CommunityHelps.