User profile for user: Anna__V
Anna__V Author
User level: Level 1
11 points

iOS/iPadOS 13.x, Apple Music and ZTE MC801 5G Router.

So, I have a funny story here that has unfolded for the last few days. It started when my wife couldn't listen to Apple Music on her 7th Gen WiFi-only iPad. I spare you the hours and hours of troubleshooting and phone calls to various tech support numbers, Apple's included.


The gist of the problem is this: On any device running iOS or iPadOS 13.x, Apple Music does not work if the device in question is connected to the internet via a ZTE MC801 Router. Yep. It doesn't get much more specific than that and you'd be very well entitled to call me a liar on that without any proof, because I hardly believe it myself even now. But I've done testing:


Two WiFi networks, let's call them "MC801" and "Huawei". Two SIM cards (and thus two different accounts and two entirely different connections). Let's label them "ZTE" and "Multi" (the "Multi" is part of my own MultiSIM account).


Tested devices: iPhone X, 7, 6s, 6 Plus, 2xSE, 5; iPad 7th Gen, 4th Gen, 1st Gen Pro 12.9. Lenovo Android Tablet (WiFi-only), Samsung Galaxy S6. Windows 10/Google Chrome.


X, 7, 6s and SEs are running iOS 13.4.1 or 13.4, iPad 7th Gen is running iPadOS 13.4.1.

iPhone 5 and iPad 4 are running iOS 10.3.4, iPhone 6 Plus iOS 12.4.6. Androids and PCs don't really matter.


For testing, Settings -> Music -> Mobile Data: OFF (to be sure the device in question doesn't use Mobile Data, which works with every device).


So, iPhones X, 7, 6s and SEs and iPad 7th Gen:

  • Apple Music doesn't work if the device is connected to the internet via "MC801" with SIM "ZTE".
  • Apple Music doesn't work if the device is connected to the internet via "MC801" with SIM "Multi"
  • Apple Music DOES work if the device is connected to the internet via "Huawei" with SIM "Multi"
  • Apple Music DOES work if the device is connected to the internet via "Huawei" with SIM "ZTE"
  • Apple Music DOES work if the device is connected to the internet via any other iPhone Personal Hotspot

(And of course everything works if Mobile Data is enabled)


iPhones 6 Plus (12.4.5), 5 (10.3.4), iPad 4 (10.3.4):

  • Apple Music works with any permutation possible, including all "MC801" variants.


Android device, PCs:

  • Apple Music works with any permutation possible, including all "MC801" variants.


Clarification: When Apple Music doesn't work, it's ONLY Apple Music. App Store, Google Play Music, Spotify, Youtube, internet-enabled games, email, etc. Everything else works. JUST Apple Music stops working. And when I say stops working, I mean: The app itself works perfectly, I can search and browse all content. But if I tap a song and it should start to play, it waits a second or two and then displays an error saying "The network connection was lost".


As you can see it's inevitable the problem is with iOS 13.x AND the MC801. Since everything else works. Any iOS device works with all other networks and the MC801 works with all other devices bar those running 13.x.


the MC801 is a 4G/5G router that shares a mobile network connection as a WiFi network and LAN. Androids are connected to the same WiFi as the iDevices and the PC is wired to the same network.

In the router itself, I've tried switching between IPv4v6 and IPv4 connection modes, turning UPnP on and off. There's not much else to do there. Otherwise the settings between the two (Huawei and MC801) are almost identical (of course SSIDs differ). I've tried using both 2.4GHz and 5GHz networks, which doesn't change anything.


the problem occurs ONLY when all parts are filled:

  • Device OS version 13.x
  • Connected via ZTE MC801
  • Mobile Data is disabled so the device must use WiFi.


Every other combination works.


Apple Music by itself only uses port 80 (standard http port), so there shouldn't be anything on the firewall side even - and the firewall settings on the two routers are identical anyway.


I'm open to suggestion what to try, I'm running out of ideas. I've talked with Apple Support and they have started looking into this, but meanwhile if anyone figures out ANYTHING about this, I'd be grateful.

Posted on May 14, 2020 5:06 AM

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4 replies
User profile for user: Joseph_S.
Joseph_S.
User level: Community Specialist

May 15, 2020 6:27 AM in response to Anna__V

Hello Anna__V,


Thanks for using the Apple Support Communities! I understand that when your iPad is connected to a certain WiFi network that it will state "The network connection was lost". Let’s take a look and see what we can do. I'm happy to help!


Let's first make sure the iPad is fully up-to-date with the latest iOS 13. Let's make sure to backup the information as well.

How to back up your iPhone, iPad, and iPod touch

Update your iPhone, iPad, or iPod touch


If the iPad is fully up-to-date and issues are still persisting let's take a look at this resource.

Recommended settings for Wi-Fi routers and access points


If everything looks good I would lastly try to reset network settings on the iPad.

If your iPhone, iPad, or iPod touch won’t connect to a Wi-Fi network


Specifically, "Still can’t connect?"

Reset your Network Settings. Tap Settings > General > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you’ve used before.


Please respond back if you continue to have any issues.


Have a great day!

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User profile for user: Anna__V
Anna__V Author
User level: Level 1
11 points

May 15, 2020 9:00 AM in response to Joseph_S.

That was the least helpful reply I have received to anything the whole year.

Let's take this from the start:

> I understand that when your iPad is connected to a certain WiFi network that it will state "The network connection was lost".


No. "Apple Music" gives that error, and only when trying to play a song. Every other part of the iPhone/iPad works perfectly: App Store, Browser, Spotify, YouTube, etc. Everything else. ONLY Apple Music and ONLY when trying to play a song (browsing and searching music works, just not playing.)


>Let's first make sure the iPad is fully up-to-date with the latest iOS 13

Yes, as you can see above I listed all the OS versions of the devices. And the thing is, this ONLY happens on iOS/iPadOS 13.x. The older hardware with iOS 10.x or 12.x work perfectly - no errors there. ONLY on devices running 13.x


>If everything looks good I would lastly try to reset network settings on the iPad.

This has been done multiple times. And as I have stated, EVERYTHING ELSE works. There's no problem with internet connectivity. The WLAN connection is as perfect as they come, full bars, high speed (as high as the internet connection itself is).


To reiterate: I CAN CONNECT. There are NO ISSUES with internet connectivity. Every other piece of software works perfectly, BUT "Apple Music".


If you try to:

  • Use Apple Music
  • Tap a song to play it
  • Using iPhone/iPad with iOS/iPadOS 13.x
  • Connected to that specific WLAN (the MC801) [And Mobile Data is disabled]


Literally everything else works. Older iPhones, Android devices, PCs; all work with the MC801 WLAN. The iDevices running 13.x work perfectly via any other network.


The ONLY combination that doesn't work is: iOS/iPadOS 13.x + MC801 + Apple Music + trying to play a song.


If you change ANY of the parts, it starts to work. ONLY that specific combination doesn't.

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iOS/iPadOS 13.x, Apple Music and ZTE MC801 5G Router.

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