@MattSmith 

Good day,

Thanks a lot for your time and patience.

Sorry for the delay.

For your case, please refer to the following suggestion to have a look:

1. Turn off the firewall and antivirus program on the home router;

2. Change the DNS server on the router to be 8.8.8.8;

--if the issue still here, please leave me a private message and I would forward your case to the senior engineers for further assistance.

Thank you very much and wait for your reply.