Fibre broadband prevents downloading apps from Google Play

[cakemonitor]

Hi,

A few months ago I switched my fibre broadband connection from BT to Vodafone. Since the switch almost everything has worked fine and the connection has been really good - except I cannot download or update any apps on my Android phone via Google Play using this connection. They either get stuck on 'pending' or it states they have started the download phase but the download never progresses or completes. However, If I disable WiFi on my phone then I can download and update from Google Play just fine over 4G. Also if I try from work or a friend's house it works fine over the WiFi connection, and furthermore, if I use a VPN on my phone I can download and update apps just fine from my home WiFi. It also worked without issue the whole time I was with BT broadband.  The only time it fails is specifically if my phone is routed onto the internet via my Vodafone fibre broadband connection.

I considered that maybe the IP address which has been dynamically assigned to my router was previously used by someone who did something to get blocked by Google, so I logged in to the router control panel and I went to Status & Support -> Reconnect and pressed the 'Reconnect' button and verified that a new IPv4 address was issued to the router. However my phone still cannot download apps or app updates via Google Play from my home broadband.

I have just run a test from my phone at speedtest.net and it reports 16ms ping and 75.5Mbps download speed.

As said above, it's not a general issue with my phone settings or Google account because it works via every other internet connection that I have been able to try. The problem exclusively occurs when connecting via my home broadband.

How can I fix my home broadband so that I can download and update Android apps?

Thanks in advice for any help.

[Kmb82]

I've had exactly the same issue. Been like it for over a week now. Been talking to Vodafone and they have been useless unfortunately. Tried 100s of router resets and other fixes. None of them work. Filed a complaint as I am working on it more than them. Just want out now. They don't know what the issue is and it's never fixed trust me I've tried everything!!! Each person has said that they know what it is and it's fixed but each time it failed. 

My issue is nearly permanent.  Now and again an app will update but most of the time it's just pending or gets to a small percentage and freezes. I also can't download movies from the play store either. 

Like everyone else mobile data works so does a VPN. waiting for more work for me to do to fix their problem. I'm just gonna leave it's not worth the hassle any more 

[Laurienamber]

Yup, wanted to add that we've got EXACTLY the same problem - YouTube delays and apps simply won't install or update on home WiFi but do so on any other network without issue. Coincidentally, we're about 15 miles from Cirencester... 

[Effie]

Thanks everyone for raising this, we have a team that will be investigating the issue so we can get it resolved. For now we need examples to send to them. If anyone is having issues with excessive buffering or issues downloading apps etc via their broadband, please contact the Social Media team here with the following information:

- The issue 

- A link to this thread

- Your account number

- If you are experiencing the issue via WiFi, a wired connection or both

- Any time stamps, screenshots, videos etc you have that show the issue 

[embattle]

[richb21]

yes,have the exact same problem with google play apps and downloads for over 10 days now.support says all fine with internet but something is blocking google from doing anything about updates and downloads.i am in the west country and have had no problems before.have a variety of devices which as others have said update and work fine anywhere but my home broadband.

[jondm1]

I've switched ISP now and the issue went away. Now got another with work VPN... 😞

[Kmb82]

Mine is all sorted now. The guys on the twitter team set up a static IP address. It's worked fine since then. Twitter guys are aware of the issue. The tech support really don't and had me on the phone for 9 hours over 3 days. Get onto twitter they'll sort it out.

[aileron346]

Just to add to this, I noticed my Windows PC was not updating - apparently not able to connect to the Microsoft update sever.  After a lot of hassle, I gave up for a bit to give my brain a rest. Today I tried to update an Ipad... that fails too! So, swich to a hotspot on my phone (Vodafone mobile) , login in and whoosh - it works immediately. So, clearly something up woth the wi-fi, which was otherwise working well.

Reboot the router by simple off-on and magically my PC updates immediately via Microsoft.

I had no content controls set on the router.

So, if I'm right, I would suggest that if you have weird inaccesible sites (seems to be update/download type sites)  and all is otherwise well with your device/connection/firewall etc... I would try re-booting the router. It seems to be blocking certain sites and solved with a reboot - for how long I am yet to see! This is very important because some of my stacked Windows updates were security ones and it makes me wonder how many other people may have the same issue, unaware.

[Laurienamber]

Twitter help sorted me out with a static ISP as suggested... And it worked! But only for a few hours.

Back to the same problems. 

[egb92]

I've got the same issues, play store doesn't work, I actually factory reset my phone assuming it was a phone bug Youtube is unreliable, slow to load. I've tried chaning DNS servers on the router but doesn't helped. I've messaged them on twitter but come on Vodafone sort this out! It's a massive problem for your customers. I am based in south-west england (torbay)