Google Play Store wifi issue

Wired and wireless home networking
pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Google Play Store wifi issue

Post by pjred » Fri Jan 30, 2015 3:13 pm

Hi,

For about the last week I cannot access Google Play Store from my android phone app when connected to my home wifi, works fine through 4g connection, and works fine through my friends home WiFi.

My wife's phone has the same problem (different phone) so that rules out phone issue.

Tried a different WiFi access point and tried disabling security altogether still no go.

Tried a different NB9W modem, and tried a NB16WV still the same. Tried PPPOA and PPPOE connections still the same.

Could it possibly be an issue with my Exetel connection or a problem with the port at the exchange? Everything else seems to work fine.

Paul

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angelos
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Location: Australia

Re: Google Play Store wifi issue

Post by angelos » Fri Jan 30, 2015 5:28 pm

pjred wrote:Hi,

For about the last week I cannot access Google Play Store from my android phone app when connected to my home wifi, works fine through 4g connection, and works fine through my friends home WiFi.

My wife's phone has the same problem (different phone) so that rules out phone issue.

Tried a different WiFi access point and tried disabling security altogether still no go.

Tried a different NB9W modem, and tried a NB16WV still the same. Tried PPPOA and PPPOE connections still the same.

Could it possibly be an issue with my Exetel connection or a problem with the port at the exchange? Everything else seems to work fine.

Paul
Have you checked if you are able to log into https://play.google.com/store through a computer?

If this does not work you could try changing your static IP address for your service if you do not have any static IP related services on your internet connection.

If you are unable to reset the IP or if resetting does not work please provide a trace route and ping test to play.google.com

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Fri Jan 30, 2015 5:46 pm

Hi,

Yes I can access playstore through a PC.

C:\Users\Paul>ping play.google.com

Pinging play.l.google.com [216.58.220.110] with 32 bytes of data:
Reply from 216.58.220.110: bytes=32 time=23ms TTL=58
Reply from 216.58.220.110: bytes=32 time=26ms TTL=58
Reply from 216.58.220.110: bytes=32 time=22ms TTL=58
Reply from 216.58.220.110: bytes=32 time=212ms TTL=58

Ping statistics for 216.58.220.110:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 212ms, Average = 70ms

C:\Users\Paul>tracert play.google.com

Tracing route to play.l.google.com [216.58.220.110]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.9.101
2 22 ms 21 ms 21 ms 160.1.233.220.static.exetel.com.au [220.233.1.16
0]
3 100 ms 21 ms 21 ms 10.1.21.45
4 22 ms 27 ms 22 ms 170.8.96.58.static.exetel.com.au [58.96.8.170]
5 23 ms 37 ms 22 ms 66.249.95.234
6 27 ms 63 ms 27 ms 209.85.142.11
7 23 ms 23 ms 43 ms syd10s01-in-f14.1e100.net [216.58.220.110]

Trace complete.

Haven't changed IP yet. Let me know if you still want me too.

Paul

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Sat Jan 31, 2015 10:41 am

Changed IP still the same.

Tracert from PC:

C:\Users\Paul>tracert play.google.com

Tracing route to play.l.google.com [216.58.220.110]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.9.101
2 21 ms 21 ms 21 ms 162.1.233.220.static.exetel.com.au [220.233.1.16
2]
3 22 ms 21 ms 22 ms 10.1.23.128
4 195 ms 204 ms 366 ms 10.1.21.26
5 23 ms 21 ms 21 ms 170.8.96.58.static.exetel.com.au [58.96.8.170]
6 30 ms 21 ms 21 ms 66.249.95.234
7 21 ms 22 ms 21 ms 209.85.142.11
8 21 ms 21 ms 22 ms syd10s01-in-f14.1e100.net [216.58.220.110]

Even the Galaxy Apps App has issues. Can open and view stuff but connection error when clicking on "Purchased".

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aroshak
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Location: Australia

Re: Google Play Store wifi issue

Post by aroshak » Sat Jan 31, 2015 12:53 pm

pjred wrote:Changed IP still the same.

Tracert from PC:

C:\Users\Paul>tracert play.google.com

Tracing route to play.l.google.com [216.58.220.110]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.9.101
2 21 ms 21 ms 21 ms 162.1.233.220.static.exetel.com.au [220.233.1.16
2]
3 22 ms 21 ms 22 ms 10.1.23.128
4 195 ms 204 ms 366 ms 10.1.21.26
5 23 ms 21 ms 21 ms 170.8.96.58.static.exetel.com.au [58.96.8.170]
6 30 ms 21 ms 21 ms 66.249.95.234
7 21 ms 22 ms 21 ms 209.85.142.11
8 21 ms 21 ms 22 ms syd10s01-in-f14.1e100.net [216.58.220.110]

Even the Galaxy Apps App has issues. Can open and view stuff but connection error when clicking on "Purchased".

The ping and traceroutes shows that you have no problems accessing the server or in the connectivity in between. But as my colleague suggested please change the IP address as this will allow you to routed through a different path on the network.

Cheers

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Sat Jan 31, 2015 4:01 pm

Yes I did change my exetel IP address but still can't access Play store through wifi, only 4g.

Tried 3 different phones all have the same issue, and all work through 3/4g and a friends wifi at different address which suggests my connection.

Tried different modem even with open wifi still no go.

Will try disconnecting modem for 30 minutes (will that reset exchange port like it used to)?

Shukri
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Location: Sydney

Re: Google Play Store wifi issue

Post by Shukri » Sun Feb 01, 2015 12:16 am

Since you mentioned you can access https://play.google.com/store using your PC, can you please let us know whether your using WiFi or a cable to connect the PC with your modem?

Cheers!

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angelos
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Re: Google Play Store wifi issue

Post by angelos » Sun Feb 01, 2015 9:11 am

pjred wrote:Yes I did change my exetel IP address but still can't access Play store through wifi, only 4g.

Tried 3 different phones all have the same issue, and all work through 3/4g and a friends wifi at different address which suggests my connection.

Tried different modem even with open wifi still no go.

Will try disconnecting modem for 30 minutes (will that reset exchange port like it used to)?
I have reset the connection manually. If the issue persists you may try changing the DNS on your modem to public DNS (Example : 8.8.8.8 and 4.2.2.2 as primary and secondary respectively)

Also you could try reducing your MTU values in the following order : 1480, 1454, 1400 bytes

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Sun Feb 01, 2015 11:30 am

Hi,

thanks for that.

I disconnected my modem for over an hour and powered back up. Still the same.

I have been mucking around with different dns servers even manually putting in phone with no luck.

Was using a PPPOE 1492 MTU connection and tried a PPPOA 1500 MTU connection but still same. Will try a few different MTU settings as you suggested and report back. I did find (by googling) other people having similar issues had fixed it by changing MTU.

Could also access google play store from PC using both wifi and LAN cable connection.

Paul

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Sun Feb 01, 2015 12:06 pm

Well tried all the different MTU settings and still can't connect through wifi and again tried different phones.

A tracert from my phone to play.google.com and play.l.google.com goes through OK too.

Paul

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angelos
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Re: Google Play Store wifi issue

Post by angelos » Sun Feb 01, 2015 12:16 pm

pjred wrote:Well tried all the different MTU settings and still can't connect through wifi and again tried different phones.

A tracert from my phone to play.google.com and play.l.google.com goes through OK too.

Paul
Could you please check if you are able to reach the play store via your mobile browser?

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Sun Feb 01, 2015 5:28 pm

Ok.
From mobile chrome browser I could get into store but it would hang once I started to browse things in there. The chrome browser would be automatically logged into my google account.

From The built in browser getting a similar issue. Have trouble getting in but clearing browsing data etc lets me in but then after I browse a few things it just hangs with connection error. Seems to be when I sign into my google account, but I had to turn on 3g to sign in. Turn on 3/4G and no problem.

Grabbed my wifes phone (different Samsung model) and loaded up the play store with the inbuilt browser. As soon as I tried to sign into her google account got connection error. Turned on 3g signed in OK then turned wifi back on and connection error, couldn't browse store.

My internet connection seems to be blocking something when trying to access these sites from mobile browser and apps.

Paul

Just tried to get into the Samsung Galaxy Apps store through phone browser, it loaded up the page and then when I went to sign in to my Samsung account the connection timed out. Switched to 3g and straight in. Got in OK on PC browser.

Just found someone else with same issue. http://forums.whirlpool.net.au/forum-re ... -1&#bottom

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Mon Feb 02, 2015 7:39 am

Hi again,

just noticed this morning that I can't even access sites like Living Social from my mobile browser. Turned wifi off so using 3g got straight in. Went to my laptop through same wifi and modem and got in ok. Same deal with another mobile phone.

Was away for a few days and my kids said the internet was playing up. Further questions revealed that while one would be playing online games through playstation OK, the other would be having problems accessing certain sites through internet on mobile devices while laptop access was OK. Problems all seem to be mobile devices through home internet accessing certain sites.

Paul

Edit:

Just swapped out my NB9 modem with a NB16WV. Did a factory reset on modem, (flashed with latest firmware), left everything as defaults, enetred ISP details and connected modem to internet only with nothing else connected.

Connected with laptop and phones through modems wifi.

Laptop worked fine but mobile devices couldn't load play store and certain websites like living social. Weird thing is if clear the browsers browsing history cookies etc, it'll sometimes load a problem site but when I click on links in the site it'll time out again. Very erratic. When it hangs on a website through browser or playstore app, switching to 3g immediately fixes problem without having to clear out any caches.

Just got back from my son's place where I tested the same mobile devices on his network. Everything worked fine. He's on the same exchange (port kembla) with exetel but he has an Optus port, I'm on a Telstra port.

Will be swapping modems with him later to test and try to get to bottom of this.

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angelos
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Re: Google Play Store wifi issue

Post by angelos » Mon Feb 02, 2015 5:43 pm

pjred wrote:Hi again,

just noticed this morning that I can't even access sites like Living Social from my mobile browser. Turned wifi off so using 3g got straight in. Went to my laptop through same wifi and modem and got in ok. Same deal with another mobile phone.

Was away for a few days and my kids said the internet was playing up. Further questions revealed that while one would be playing online games through playstation OK, the other would be having problems accessing certain sites through internet on mobile devices while laptop access was OK. Problems all seem to be mobile devices through home internet accessing certain sites.

Paul

Edit:

Just swapped out my NB9 modem with a NB16WV. Did a factory reset on modem, (flashed with latest firmware), left everything as defaults, enetred ISP details and connected modem to internet only with nothing else connected.

Connected with laptop and phones through modems wifi.

Laptop worked fine but mobile devices couldn't load play store and certain websites like living social. Weird thing is if clear the browsers browsing history cookies etc, it'll sometimes load a problem site but when I click on links in the site it'll time out again. Very erratic. When it hangs on a website through browser or playstore app, switching to 3g immediately fixes problem without having to clear out any caches.

Just got back from my son's place where I tested the same mobile devices on his network. Everything worked fine. He's on the same exchange (port kembla) with exetel but he has an Optus port, I'm on a Telstra port.

Will be swapping modems with him later to test and try to get to bottom of this.
We will get your service checked with our Level 2 engineers and get back to you. Reference Number : 8760970

pjred
Posts: 80
Joined: Tue May 02, 2006 2:59 pm
Location: Port Kembla NSW

Re: Google Play Store wifi issue

Post by pjred » Mon Feb 02, 2015 8:48 pm

Thanks for that I appreciate the help.

I just took my modem to my other son's place (he's on Warilla Exchange with Exetel and an Optus port), and it worked fine on his connection with mobile devices. All I did was change the exetel user phone number and password and all other setting were untouched.

I've got his Exetel supplied TP-link modem to try at my place. Will report back soon. If I still have problems then that eliminates Modems, wifi and any mobile device problems at my end and points the problem to my service, whether it's something to do with the exchange, port at the exchange, or Exetel. Other than this problem my connections seems as good as it gets, as VOIP and speeds are normal.

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