I.T problem, be most grateful fof assistance

Calltocall

Hi Folks

So to simplify, my problem is this

I have modern electric heaters installed in my home, why I bought them is because they can be controlled via remote access, but I’m having an issue here

Along with the heaters I bought a small box called a mi farho internet module, to set the heaters up to be controlled remotely I first downloaded an app onto my iphone called farho (name of heaters) then synchronized my phone with the internet module which is connected to my virgin media internet router. All good so far, so when at home I can access all the heaters while on the wifi network, I can also access the heaters outside the home on a different wifi network HOWEVER I cannot access the heaters on mobile data, the screen just gets stuck on connecting, I have contacted the manufacturer and they have said that Three must have restrictions on my mobile data, now I thought i was on all you can eat data with no restrictions, I top up each time by 20 quid on pay as you go and have never been blocked access to anything before???

Any suggestions guys, could there be a setting on my iphone that’s causing this??

Would be very grateful for any tips

Cheers

banie01

You need your VM connection switched to IPv4 rather than DSlite.
The control unit isn't accessible outside your WiFi network otherwise.
Contact VM and ask them to switch you over.

kippy

banie01 wrote: »

You need your VM connection switched to IPv4 rather than DSlite.
The control unit isn't accessible outside your WiFi network otherwise.
Contact VM and ask them to switch you over.

The OP has stated they are able to access their unit when they are on a WiFi network outside of their own yet can't when they are on Mobile data....

Calltocall

banie01 wrote: »

You need your VM connection switched to IPv4 rather than DSlite.
The control unit isn't accessible outside your WiFi network otherwise.
Contact VM and ask them to switch you over.

Hi thanks for the reply, I actually had that done, I think it was ipv6 then asked virgin to change it to ipv4 but no joy, could it be a setting on the router?? I should add I’ve accessed on three different wifi networks and all work fine, it’s just not happening with mobile data

mad turnip

If your with three, they have restrictions to some stuff (e.g porn). You can bypass this by ringing them up and asking them to remove it or by changing your apn from 3ireland.ie to 3internet . That might fix it. I don't think your right banie since he can access the device on wifi's outside his home.

Calltocall

mad turnip wrote: »

If your with three, they have restrictions to some stuff (e.g porn). You can bypass this by ringing them up and asking them to remove it or by changing your apn from 3ireland.ie to 3internet . That might fix it. I don't think your right banie since he can access the device on wifi's outside his home.

Cheers for your reply, changed to 3internet but still no joy! So when contacting three do I ask them to remove any restrictions on my data?? Not sure what to ask them

ED E

kippy wrote: »

The OP has stated they are able to access their unit when they are on a WiFi network outside of their own yet can't when they are on Mobile data....

Yes.

Third party wifi (eir, Vodafone, whoever) has V6 support so its V6 to V6 the whole way.

Three Ireland are IPv4 only. Thus no dice (carrier NAT). Disabling DSLite and going true v4 at home would solve this.

Calltocall

ED E wrote: »

Yes.

Third party wifi (eir, Vodafone, whoever) has V6 support so its V6 to V6 the whole way.

Three Ireland are IPv4 only. Thus no dice (carrier NAT). Disabling DSLite and going true v4 at home would solve this.

Cheers for the reply, I actually had virgin change router to ipv4 but still not working, coukd it be something in the router settings? Heater company seem to think problem lies with three

ED E

After Virgin kill DSLite

1. Ensure its actually done (v6 should fail)
2. Apply appropriate NAT settings to let yourself access it
3. If using dynamic DNS make sure it resolves to v4 not v6 only.

Calltocall

ED E wrote: »

After Virgin kill DSLite

1. Ensure its actually done (v6 should fail)
2. Apply appropriate NAT settings to let yourself access it
3. If using dynamic DNS make sure it resolves to v4 not v6 only.

Thanks for reply and I’m not being smart but I haven’t a clue what above means, when you say appropriate NAT settings & dynamic dns? Are both dns and nat settings accessed on router control panel on a computer? I’m hopeless at I.T

Calltocall

Calltocall wrote: »

Thanks for reply and I’m not being smart but I haven’t a clue what above means, when you say appropriate NAT settings & dynamic dns? Are both dns and nat settings accessed on router control panel on a computer? I’m hopeless at I.T

Are there I.T consultants that do call outs to houses? I’ve wasted almost a month back and forth trying to get this issue resolved and important I get it sorted

bop1977

In the app is there a setting to block mobile data?

Calltocall

bop1977 wrote: »

In the app is there a setting to block mobile data?

Thanks for the reply, no setting in app for mobile data, it’s really frustrating, in fairness the heater company have said they will contact 3 directly but three have said there are no restrictions on my mobile data?? Heating co said the mobile company(3) must be blocking access to some of the ports the app uses?!

CSSE09

Try downloading a VPN app like tunnelbear, switch it on and then see if it'll connect fine. If 3 are blocking something that should get through it.

Calltocall

CSSE09 wrote: »

Try downloading a VPN app like tunnelbear, switch it on and then see if it'll connect fine. If 3 are blocking something that should get through it.

Thanks a million for that will try that so

Calltocall

CSSE09 wrote: »

Try downloading a VPN app like tunnelbear, switch it on and then see if it'll connect fine. If 3 are blocking something that should get through it.

Tried the VPN app no joy unfortunately any other ideas??

Skerries

have you tried another phone?

CSSE09

Try a different phone as Skerries suggested, starting to think it's app related though, if it works fine on all WiFi but not mobile data even through a vpn they might not handle the mobile connection properly which is why it just hangs when you go to open it on mobile.

kippy

Is there any chance you have a deny permission for the app specifically while on mobile data? I am not overly familiar with apple settings but I know in android this is a possibility.
https://www.androidauthority.com/mobile-data-connection-issues-869393/
There's steps there to check within android. Would assume similar for apple.

sbs2010

How about get a second phone. With the second phone connect to 3s mobile data then create a wifi hotspot.

Connect the phone with the app to the wifi hotspot.

** I think ** you can draw the following conclusions (But could be totally wrong too):
If it works then the problem is with the app - it just can't use mobile data.
If it doesnt work then the problem is with 3s mobile data settings/allowed sites,ports or something.

Calltocall

sbs2010 wrote: »

How about get a second phone. With the second phone connect to 3s mobile data then create a wifi hotspot.

Connect the phone with the app to the wifi hotspot.

** I think ** you can draw the following conclusions (But could be totally wrong too):
If it works then the problem is with the app - it just can't use mobile data.
If it doesnt work then the problem is with 3s mobile data settings/allowed sites,ports or something.

Ok thank you for your reply, I tried a second phone as a wifi hotspot (phone is with vodafone not three which is my provider) and it worked! So with it working you think it’s the app that is the problem? I just want to give my feedback to the company as they are saying access it anywhere in the world which is not true if their app is at fault

smuggler.ie

If can, try app on mobile data with Vodafone(other), if it works, then Three is at fault, if not, then looks like app on mobile data...