1. reades's Avatar

    My Supervisor (CEO) of our company has a problem that I can not find a solution to. On his Samsung Galaxy S9 he is able to send and receive emails just fine from our office via WiFi which is using Suddenlink as our provider.

    However, when he goes home he is forced to turn off his Suddenlink WiFi in order to send and receive emails on the same device. I verified that his Samsung was connected to the router and that he had internet access at his home. Everything works perfectly fine except for Email.

    Has anyone ever encountered this problem? It is not any type of email setting issue because he can send and receive perfectly fine from the office over wifi and at home with wifi off.

    Any help would really be appreciated.

    08-22-2019 01:14 PM
  2. B. Diddy's Avatar
    Welcome to Android Central! Can you explain more about how he turns off Suddenlink Wi-fi at home? If Suddenlink is the ISP for work but not at home, he shouldn't have to turn anything off (unless there's some kind of app associated with Suddenlink).
    reades likes this.
    08-22-2019 01:25 PM
  3. reades's Avatar
    Hi and thanks for the reply,

    His service provider at his home is Suddenlink also. It connects automatically to his home network, but this is where his email fails to work unless he turns off WiFi. At the Office we also use Suddenlink and he has no problems using Wifi and Email.

    He is able to surf the web just fine on his Home Suddenlink Wifi.

    08-22-2019 01:47 PM
  4. reades's Avatar
    Hi Again,

    Here is some additional information. Suddenlink has come out and verified that there was no problems in their equipment that would cause this problem.

    He has 2 email accounts and neither one of them work when he is at home with WiFi turned on. He told me that this has been an ongoing problem for a few months and he is finally just telling me about it so I can try and get it resolved.

    08-22-2019 02:02 PM
  5. B. Diddy's Avatar
    The first thing to try is simply to reboot the router, by unplugging its power for 30 seconds. (If it's a combination modem/router that has its own emergency backup power supply in the forum of a battery, he might have to pull the battery as well.)

    If that doesn't help, see this guide for more ideas: http://forums.androidcentral.com/amb...-problems.html. To access the router settings, you typically have to use the browser -- see the router manual to learn how.
    reades likes this.
    08-22-2019 02:12 PM
  6. reades's Avatar
    Mr. Diddy,

    I rebooted his router a few hours ago and was able to get inside it and look for anything suspicious which I did not find. It is a Suddenlink modem with the router built inside it. They do give customer access to the router though. It is not a dual band router and only runs on the 2.4 GHZ band and not the 5.0. We run on the 5.0 here at the office where everything works. Could that possibly make a difference? Thanks for your willingness to help with this.

    08-22-2019 02:37 PM
  7. B. Diddy's Avatar
    I doubt that matters, since everything else works normally. See what happens if he temporarily disables IPv6 on his router.
    reades likes this.
    08-22-2019 03:40 PM
  8. reades's Avatar

    I will try that. Never that about doing that.

    08-22-2019 04:19 PM

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