Wlan connectin issue

[user-removed]

Plan

Premium

Country

Switzerland

Device

Fairphone 3

Operating System

Android 10

My Question or Issue

Hey everyone

I got a small problem but somehow it really gets on my nerves.

When I use Spotify on my Android phone over my phones data it works without a problem.

When I am connected to my wlan all songs are greyed out and it tells me I got no internet connection. But if I push a song it still plays without a problem. It's just visually telling me something is wrong although everything seems to work.

My gf has an iPhone and almost the same problem. All songs are greyed out as well but she can't play anything while connected to wlan.

I de- and reinstalled the spotify app already but that didn't solve the problem. I assume this is a problem with my router. I already searched for this problem and found this post. I opened up port 80, 443, 4070 for my phone but that didn't change a thing.

If it is any help here are some infos:

• Spotify Version 8.6.22.1112 on Android 10
• Router FRITZ!Box 7490 with FRITZ!OS: 07.21
• Ports 80, 443 and 4070 are open for my phone

Thanks in advance for any tips and help.

[CarlosE]

Hey there @user-removed,

Thanks for reaching out to the Community and welcome!

That's quite odd, but seems to be indeed related to your WiFi connection. Can you try restarting your router by unplugging it from power for a couple of minutes? This may sound simple, but it often works with many different connectivity issues.

It's also worth reaching out to your Internet service provider for further info about what might be causing this.

Hope this helps. We'll be right here if you have any questions.

Cheers.

[user-removed]

Hey @CarlosE

Thank you for your reply and help. I already restarted my router and even did a factory reset in the meantime but the problem persists. I can only assume it's a ISP issue at the moment so I'll try to reach out to them and see what comes of it.

Just out of curiousity do you know of any reason why there could be this difference between the iOS and Android system when there's a connection issue? On Android the songs are greyed out and there's the warning that you got no internet connection but the songs still play while on iOS there's the same problem but the songs don't play. Also on my laptop I got no problem at all. I assume there's some difference how the apps on the different OS handle the internet connection?

In anyway thank you again.

Cheers.

[user-removed]

As I suspected my ISP couldn't really help me out here, just telling me that it looks good from their side and how to improve the range/strength of my wifi signal, missing the problem. I'll see what else I can do to localize the problem.

[Ivan]

Hey @user-removed,

Thanks for keeping us in the loop. 

Just to double-check, do you see any kind of battery optimization or data cleaning apps or settings running active on the mobile devices in use? If yes, we recommend checking how it goes after deactivating them. Such features can often prevent the app from operating at full capacity.

We also suggest accessing the app settings and making sure all Permissions are enabled for the Spotify app.

Keep us posted! We'll be happy to lend a hand if you need more help. 

[user-removed]

Hi Ivan thanks for the tips.

There were no battery optimization or data cleaning apps or settings active or running on my device (at least not as far as I could see). Also the problem persisted after enabling all the permissions for the spotify app.

In the meantime I could try it out on another wifi connection and there it worked without a problem. So it really seems to be a problem with my router/modem or ISP and not with my device.

Thanks again and ff there's anything new I will keep you posted.

[Ver]

Hey @user-removed,

Thanks for keeping us in the loop 🙂

Could you try using another WiFi connection, for example a friend's WiFi connection, to see if anything changes?
 

If possible, it's a good idea to also try connecting your laptop via LAN cable to check if the issue persists.

Keep us posted! We'll be right here if you have any questions.

[user-removed]

I could try it out with a different wifi connection and there it worked. Also two friends from different households tried it out with my wifi connection and they got the same problem as me but it worked for them at home. So it's pretty probable not a setting on my phone.

But I might have found the culprit in the meantime. A few weeks back the ISP activated some surf protection option on our internet. I'll report back if and when I find out a way to test that theory.

[Eni]

Hi @user-removed, 

Thanks for getting back in touch and letting us know that!

Take your time to test it for a couple of days and let us know how it went. 

Have a great day 🙂

[user-removed · Accepted solution]

It was the surf protection option of our ISP. It's deactivated now and it works without a hitch again. Thanks for all the help.

[Alex]

Hi @user-removed,

Thanks for sharing what worked for you with the Community!

Don't hesitate to reach out again if you have questions.

Cheers.