Spotify on Airtel is saying You're Offline

[dustinwhitelock]

Plan

Free/Premium

Country

India / USA

Device

Redmi Note 8 Pro

Operating System

Android Oreo 10, MIUI Global 12.0.3 Stable

My Question or Issue

Tried resetting data, rebooting, setting APN, airplane mode on/off, free app too

[Jeremy]

Hey there @dustinwhitelock,

Thank you for your post here in the Community. We're happy to help.

We suggest that you perform a clean reinstall of the app. This will make sure there's no old cache files causing this.

If you have an SD card we suggest that you uninstall the app > turn off your phone > take out your SD card > turn on the phone again (without the SD card) > reinstall the app.

Let us know how everything goes so that we can keep on assist you if you need us to. We're always one reply away 🙂

Cheers!

[dustinwhitelock]

Tried, doesn't work.

[Jeremy]

Hey again @dustinwhitelock,

Thank you for your reply.

Can you log in with another account - such as a friend's or a family member's on the device to see if the issue persist?

We also suggest that you try the following:

1. Check they have a good connection
2. Try an alternative connection (if on a public or office network try a private network, if possible)
3. Soft reset of the device
4. Ensure the operating system is up-to-date
5. Ensure device has enough storage space

We'll keep an eye out for your reply.

Cheers!

[dustinwhitelock]

Tried all of them still doesn't work. Airtel is a cellular network, works ok on WiFi. Other Airtel users are not facing the problem. Used to work fine before when on Airtel data connection.

[Jeremy]

Hey again @dustinwhitelock,

Thank you for you for getting back in touch with us.

Since podcasts works with another internet connection (Wi-Fi) we suggest that you reach out to Airtel customer support so they can have a look at this from their side.

Keep us posted We're always one reply away.

Cheers!

[dustinwhitelock]

I tried right now and it worked. I have no idea what the problem was and what fixed it. Thanks for replying to me.

[Jeremy]

Hey again @dustinwhitelock,

Thank you for you reply.

We're really glad to hear that everything works as it should for your again 🙂

If anything comes up we're always happy to help.

Cheers!

[Satanmusic]

I am facing the same problem, and not getting fixed. I have tried everything but still not working.

[Alex]

Hey @Satanmusic,

Thanks for the post.

You can try using the SIM card of a friend/ family member on your phone and check if the app on mobile data.

Alternativelly, try changing from 4G to 3G and check whether that makes a difference.

Let us know how you get on with this.

[TeeJayyy]

Having the same issue. Works with VPN but not on direct network. Please help

[Novy]

Hey @TeeJayyy,
 

Thank you for sharing that information.
 

You mention that the app is only working with an active VPN, but we'd like to know if it also works fine with a different connection. Please give it a try with a WiFi network making sure that the VPN is disabled.
 

Keep us posted on how it goes.

[TeeJayyy]

It works well with other networks and WiFi. Having the issue just on the
Airtel network

[MafeG]

Hi @TeeJayyy,

Thank you for your reply. 

If the issue is happening only with the Airtel network, it's probable the root of the issue isn't directly related to the app. However, there are other tests we can do here. 

Could you connect a different device to your Airtel network and check if you're able to open Spotify? 

Also, please check if you're able to access the Web Player. 

Let us know how this goes.

[TeeJayyy]

The web player also doesn't work. I'd try the network on other devices and
give the feedback

[Novy]

Hey @Flanstario1,

Thank you for your message and for trying with the Web Player.

Take your time to check Airtel connection with other devices. But if you get the same error, the issue may be coming from the Airtel network. In that case, we’d suggest contacting them directly.

We’ll be waiting for your response.

[Akshat2]

I am also getting network issue with airtel xstreamwifi

[Alex]

Hey @Akshat2,

Thanks for the post.

Can you let us know if you're getting the same issue as in the OP? Also does this happen on both your phone and other devices?

Looking forward to your reply.

[KS47]

you tried... what???

[MadhurJ20]

This issue persists only on Airtel Xstream Fiber not on any data connection (even Airtel mobile data).

This is probably because Airtel seems to have blacklisted the IP that Spotify Android app pings to check internet connection because everything works I can play music, download music.

But I cannot check artists & stuff like when you're offline. Most likely an Airtel Fiber issue