Why does my online store only load on mobile data?

[irisandlolli]

Since a customer informed me of this on Monday, the store will not load on wifi.  Wasted time on Online chat with Shopify support just to be told that it must be a network issue.

Have also contacted Godaddy re the domain etc & NO ONE can find anything wrong.

 
This is SUCH a key week for xmas shopping & I am gutted that I am probably missing sales because of this.

HELP!!!!!

[Victoria]

Hi there, @irisandlolli.

Welcome to the Shopify Community!
 
I understand you have been notified by a customer that your store is not loading on Wi-Fi. I know this is a crucial time for your website to be functional as the holiday season is fast approaching. Rest assured, I'll do my best to gather a bit more insight. 
 
Are you able to share a link to your website? I'd like to try and replicate this on my end using a different device on Wi-Fi.
 
If you're able to provide more context on the following:
 

• Are specific customers or all customers affected by this?
• Can you replicate this issue on Wi-Fi? If so, could you please share the steps you took prior.
• Does the issue present itself on Wi-Fi (After clearing cache and cookies, different browser, different device.)

Here are some steps you can try in the meantime:

• Ensure that your Wi-Fi connection is stable and working properly. Try connecting to other websites or apps to see if the issue is specific to your store or if it affects other websites as well.
• Try clearing your cache and cookies and reloading the website.
• Try restarting your router. Power off your Wi-Fi router, wait for a few seconds, and then turn it back on as this can help resolve any temporary network issues.
• If you are using a VPN or proxy service, try disabling it temporarily.
• Try contacting your Internet Service Provider. 

 
I look forward to your reply. 

[irisandlolli]

Hi! My store link is below..I am at a Christmas market so unable to reply properly but any advice appreciated!

It won’t load on WiFi for anyone I have spoken to. And I have tried clearing cache etc

https://irisandlolli.co.uk/

[Victoria]

Thanks for your reply, @irisandlolli.

I wasn't able to replicate the loading issue on a mobile device using Wi-Fi. I used an iOS device on both Google Chrome and Safari. On both browsers your store was able to load with no interruptions. 

Seeing as the issue you're experiencing may prevent sales when using mobile, I encourage you to contact our support team, so we can investigate on the backend. You can create a support request via the Shopify Help Center.