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some apps cant connect to the internet

jebersme
Level 2

some of my apps having connectivity issues before i just need to reboot my modem once and it happens every several days but now it is happening everyday and i need to reboot my modem twice. can somebody help me with this one. thanks

9 REPLIES 9
Shane
Moderator

Hi @jebersme ,

 

What applications are having issues? Could you post a screenshot of the error message. Also, have you tried connecting to Mobile data to see if its working and what devices are affected with this issue? 

 

Regards,

 

some of my apps having connectivity issues before i just need to reboot my modem once and it happens every several days but now it is happening everyday and i need to reboot my modem twice. can somebody help me with this one. thanks

 

jebersme
Level 2

ow i didnt have a screenshot fb and fb messenger, gmail, and browser they all can connect to the internet. only my banking app and the app that we use at work crewtraka werent working then i need to reboot my modem twice before it only takes once and it is every other several days but now it s everyday. And if i used my mobile data everything is fine. im using samsung a52.

Shane
Moderator

Is the other devices are affected with the same issues? Could you shoot us a PM with your details so we can proceed with the initial investigation on our end.

 

How to send a PM? 

 

Regards,

 

ow i didnt have a screenshot fb and fb messenger, gmail, and browser they all can connect to the internet. only my banking app and the app that we use at work crewtraka werent working then i need to reboot my modem twice before it only takes once and it is every other several days but now it s everyday. And if i used my mobile data everything is fine. im using samsung a52.

david64
Level 15

Hi @jebersme . What model wifi router do you have?

 

Have there always been a problem with banking app and crewtraka?

Do these 2 apps work at all, or do they fail each time you try to use them?

When the app fails, is there any error message? Or, does the screen appear to freeze?

Can you still access FB, gmail, etc on the A52?

 

jebersme
Level 2

hi @david64 

modem model vx420-g2h

the problem only exists when i connect to my wifi and then after rebooting the modem twice the problem is fixed. the error message is something about internet connection but if i used my mobile data there s no problem at all. yeah fb and gmail works fine though.

david64
Level 15

@jebersme . That model router is usually used on 4G Home wireless broadband plans. Is that what you have, or does your VX420 connect to the phone wall socket or a NBN box?

 

Just to clarify the sequence of events. You come home, connect the phone to the router, run the banking app or crewtraka which fails, reboot router twice, then banking app/crewtraka  works. Until next time you disconnect the phone.

 

It would be useful to know the exact error message. Can you provide a screenshot of one of the apps when it fails? (Press and hold Power and Home button until the phone clicks.)

jebersme
Level 2

@david64 it s connected to the NBN box. Yes that s the sequence and now it happened again that s the error message i received when i try to log in to my banking app.

david64
Level 15

@jebersme . When the error screen appears, are you able to enter your user id and password and LOGIN?

 

Has it been ok for 6 days or have you not used those apps in the meantime?

 

Do you have a computer to access the bank via browser? If so, next time it fails, see if you can access the bank via     bdo.com.ph,  Online Banking Login.

 

Given that it shouldn't fail at all, it shouldn't be necessary to reboot twice. Wondering if there is some time delay happening. Next time, can you wait a few minutes before reboot and then try the app.

 

Otherwise, can't think what might be wrong, especially since everything else works.

Can you contact the bank for assistance?

 

 

jebersme
Level 2

@david64  yeah i can enter my user and pass.. everything else works just the apps fails.....when i was using iinet this problem doesnt oocur though....thinking of going back to iinet. thank you for your time david. appreciated it.