Unable to connect to Spotify in the mobile network of MTEL, Bulgaria

[Shristov]

Since 23rd of November users of the mobile network of MTEL (largest mobile operator in Bulgaria) are unable to use Spotify. Mtel claim we should contact Spotify directly. The problem persists for all mobile devices. Mine is iPhone 6 with latest iOS but users of android have the same issue - the app does not connect and stays offline. When using VPN there is no issue. So the problem is not in the mobile network or the devise. It seems to be on IP level somewhere between Spotify and Mtel network.
Please escalate this issue.

[raiverboy]

Dear Shristov,

the issue you described seems to be with your network provider, I therefore recommend contacting your phone service provider. If it works via vpn, there seems to be a problem with the port/ip configuration of your network.

If you wish the spotify-team to tune in, consider reaching out to support, as this is just the community-forum and we can't operate in this case.

Hope this will be solved! 🙂

[Shristov]

Thank you, I did not find any other way to contact Spotify support. That is why I wrote here.

[wanderer9]

Here to second this. I'm on Android with Mtel but thouthgt it better to chime in here since it's not an OS specific issue. App doesn't connect on my phone, and I can't log in to the desktop website either if I use my usual network settings. Had to use an IP work-around to log in and post this.

[raiverboy · Accepted solution]

No problem, mate.

Try: https://support.spotify.com/contact-spotify-support/ select the right topic and click on "I still need help" to get in touch personally. You can respond to any email you receive, even if its a noreply-origin. Be aware though that support can take a while if there are too many requests incoming at a time.

If I could help, please consider tagging this as a solution or reply if there are any other questions 🙂

[Rorey · Accepted solution]

Hello everyone. This should now be resolved. Please let us know if you continue to experience issues. We’d be happy to investigate. 

[wanderer9]

Yup, site and app both accessible now. Thank you!