Why does my online store only load on mobile data?

Shopify Discussion

Topic summary

Issue: A merchant reports their Shopify store won’t load over Wi‑Fi (only on mobile data) since Monday. They fear lost holiday sales. Initial Shopify chat support suggested a network issue; GoDaddy found no domain problems.

Details provided: Store URL shared (https://irisandlolli.co.uk/). Merchant says everyone they’ve asked can’t load it on Wi‑Fi, even after clearing cache.

Troubleshooting guidance from staff: Verify Wi‑Fi works on other sites, clear cache/cookies, restart router, disable VPN/proxy, and contact the ISP. Staff requested more context (who’s affected, reproducible steps, devices/browsers tried).

Latest test/update: Staff could not reproduce the issue; the site loaded normally over Wi‑Fi on an iOS device in both Chrome and Safari. This conflicts with the merchant’s reports of widespread Wi‑Fi failures.

Next steps/outcome: Staff recommend opening a support ticket via the Shopify Help Center for backend investigation.

Status: Unresolved. The problem is inconsistently reproducible and may be network- or environment-specific; further diagnostics by Shopify Support are pending.

Summarized with AI on January 11. AI used: gpt-5.
2

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.