Instagram not loading only on Xfinity gateway router on pixel 3

@XfinityOrlandoM​ 

Tried everything nothing works. Instagram works perfectly on other wifi which is not Xfinity. Also, another phone iPhone 11 connected to my home Xfinity doesn't have any issue with Instagram (loads perfectly and no blurry images). I have come to the following conclusions based on my observations.

1) The issue seems to be specific only with my home Xfinity network (haven't tried connecting to Xfinity outside my home though)

2) I am seeing this issue only on my pixel 3a phone and not on iPhone 

Resetting the modem or the phone hasn't worked. Other applicants are working fine. Sometimes I see a similar issue with Whatsapp as well. Sometimes I will not be able to download images sent to my pixel phone. Have to switch to mobile network to download the image. Based on this

3) Is there an issue where Xfinity fails to connect to meta servers properly to retain the image data? Not a network person just guessing based on the issues I have been having 

Hello there; good afternoon! Thank you for your patience while awaiting our response. As of right now, we are not aware of any specific issues like that, regarding the Meta data, but if you'd like, we would be more than happy to investigate this further, by performing some tests on your service equipment. Our Digital Care Team is here to help, every step of the way! Even though this sounds like it's specific to the device, I think it would still be a good idea to check on the network, to make sure everything's been up to par. 

Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right-hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

@jcunning2620 Thank you for bringing this to our attention. I can understand how this would be frustrating. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

Thank you for the update. I can understand how this can get bothersome after some time. We do not block apps from loading on specific devices, and since we did not develop the app, and everything else is checking out, have you reached out to Instagram to see if they have a solution? Do you see any error messages, does the app load, or press the icon, and nothing happens? 

@XfinityBrandon

Thanks for the reply. The issue automatically got fixed now. I really don't know what was leading to the aforementioned issue prior. Instagram app has been working fine for several weeks on my android phone (pixel 6) now!

That is great to hear! Thank you for providing that update here. If you have any questions or need additional assistance with anything else, please feel free to reach back out on our Xfinity Forums.