Mobile Phone Apps not working on Nest Wifi

[powerhouse789]

I've had 2 Nest Wifi routers for over a year with no problems until the past few weeks. Both my wife and I have Samsung S10 phones and lately certain apps (Instagram, Reddit, CBS Sports, ESPN) will not work correctly when on WiFi. Instagram videos won't load, scoreboard on CBS Sports won't display, etc. If I turn off WiFi, they load instantly. If I have WiFi on and access the same apps but via Chrome, they load correctly. And the problem only happens at home, not any other WiFi networks. I've reinstalled the apps, doesn't work. Restarting my home network fixes it temporarily, maybe for 1-2 hours only. I changed the DNS to custom (8.8.8.8) per Google tech support, still doesn't fix the issue. Please help.

[powerhouse789]

Also I should mention that YouTube and YoutubeTV apps work fine on the same phone, which confirms I'm getting proper signal and fast internet connection.

[Jeff]

Hi, powerhouse789.

Sorry about the issues you're seeing with certain apps. That seems to be pretty confusing to deal with. Let's take a look at this and get it sorted out for you. Before we dive into specific things to try, I do have some questions.

• Do you use a VPN service on your network?
• Have you checked to make sure your address in the Home app is correct?
• Do you run any other WiFi signals besides the Nest WiFi?

If you can think of any other information that might be helpful, let me know. I look forward to hearing back.

Thanks.

[powerhouse789]

Hi Jeff,

No VPN. Yes the address is correct in the Home app. And I use Nest wifi only, 2 Nest routers, one as the primary and one as a point.

I tried turning off IPv6 in the settings, only because I had tried everything else I could think of, and it seems to be working much better. Haven't had any issues for a few days since disabling that. Is there currently a Nest issue with IPv6 that would explain the issue with my mobile phones?

[Jeff]

Hey, powerhouse789.

Right now issues surrounding IPv6 are being looked into. I haven't heard of anything specific being identified, but I've seen enough user reports of improved performance after disabling it that it's worth a try until we know more about what might be happening there. I'm happy to see you are seeing some improvements.

Thanks

[Jeff]

Hi again, powerhouse789.

I just wanted to follow up to see if you were still seeing good performance and to see if you had any other questions or needs. If you're all set, just let me know.

Thanks.

[powerhouse789]

Thanks for following up, my Nest Wifi has still been working well since turning off IPv6. I have not tried turning that back on.

[Jeff]

That's good news, powerhouse789.

If there's not a specific reason for it to be turned on, I would leave it off until we sort out what issue might be happening there. Is there anything else you might need at this time?

Thanks,

- Jeff.

[Jeff]

Hey, everyone.

It looks like we've slowed down here and we've found resolution for now. We'll be closing up the thread unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.

Thanks,

- Jeff