Question

can’t connect to network in Deezer mobile app


Deezer hasn’t been working for me since 14th June. It says cannot connect to Internet when my 4G is working fine. I have iPhone 11 pro. It works when I connect to another hotspot or if I connect to WiFi. I have tried everything, deleting app and reinstalling, updating software, changing settings. I have even been on the phone to network provider. I can’t get logged in now after reinstalling the app because it says there is no signal. It will sign me in if I connect to WiFi or someone else’s hotspot but I can’t do that right now. Can someone please help? I have family membership. 
 

 


14 replies

Same on mine 

Same on mine 

Still won’t work but it does work off 3G.
Go to settings - mobile data - mobile data options - voice and data, then select 3G. Deezer should work now but your other social apps will run a bit slower. I swish back to 4G when I’m not using deezer. 

Userlevel 4
Badge +1

Hi @Kieran.Whelan @philip cardy,

This type of issue is generally limited to a particular mobile network.

Can you share the name of your mobile phone operator?

Hi @Kieran.Whelan @philip cardy,

This type of issue is generally limited to a particular mobile network.

Can you share the name of your mobile phone operator?

@GuillaumeDZ 

I was told this on Deezer chat, that they are working on fixing the bug. My network provider is EE, I have been with them for years and never had an issue with Deezer doing this before. Is there another solution? It still isn’t loading for me  unless I change the network settings to 3G 

Userlevel 4
Badge +1

Hi @Kieran.Whelan,

Did you ever subscribe to the EE Music Data Pass or cancelled it recently?

This is a “Swappable Benefit” offered by EE to include unlimited music streaming services data in your 4G plan. They might be filtering Deezer data to prevent undesired extra data usage on your plan.

Hi @Kieran.Whelan,

Did you ever subscribe to the EE Music Data Pass or cancelled it recently?

This is a “Swappable Benefit” offered by EE to include unlimited music streaming services data in your 4G plan. They might be filtering Deezer data to prevent undesired extra data usage on your plan.

Hi, 

No I haven’t subscribed or cancelled anything, I have an allowance of 100GB per month. Would you recommend phoning them again? 
 

thank you 

Hi, about 90% of the time I cannot stream tracks on 4g but works fine on wifi. I have mobile data on and other apps work fine with 4g, Deezer is also toggled on for use with data. Have tried reinstalling the app a few times with no luck, very occasionally it will work. The trial really isn’t selling itself! 
Any help much appreciated! 

Update : 

Deezer app works perfectly when logged in on iMac, using 4G hotspot from iPhone. If it works on another device using the same Network why will it not work on my phone when connected to the same network? 

 

Userlevel 4
Badge +1

Hi @Kieran.Whelan 

Deezer mobile and desktop apps are not working exactly the same way, it is not surprising they behave differently through your 4G connection.

 

I found a recent post on Twitter of a user complaining about a network issue affecting music streaming services on EE 4G network, but only in some areas: https://twitter.com/Lenzo357/status/1268792906866987008?s=20

Do you have a chance to test another music streaming app on your phone and/or test if Deezer is working in another area? If one of those tests is positive, you should definitely contact EE support.

 

In parallel we’ll continue to investigate the issue on our side.

Userlevel 7
Badge +3

Hello @Noppers, I’ve moved your message to this conversation, I suggest you have a look at the answers provided by our staff member @GuillaumeDZ.

[edit]: I just noticed you’ve both talked together on another topic, so never mind :grin: Have a look here too, please!

Have a nice weekend

@GuillaumeDZ 

Still not working, tried using deezer in another area but no luck. Also changed settings in EE app to strict then restarted phone then changed back to off and restarted phone again but still not working… it’s been like this for over a week now. Is it just EE this is happening to or other networks also? 

Userlevel 4
Badge +1

@Kieran.Whelan,

It appears to impact only a small amount of users on EE 4G network. We are in contact with them to investigate the issue. We will keep you informed.

I am having the same problem for two days. Cannot listen to music, always giving me an error but when I turn WiFi on it works, please can you tell me why☝🏽

Userlevel 7
Badge +3

Hello @Maciel13, tell us which mobile provider you’re using :slight_smile:

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