topic Re: uefa.tv live stream not working in Broadband

uefa.tv live stream not working

stevefowell — Tue, 27 Jun 2023 18:14:07 GMT

uefa.tv live stream (of u-21 euros matches) just shows a continuous spinning wheel, both on the website on my laptop and on the app on Android 11 phone. Other uefa.tv videos (such as match highlights) stream ok. I have a Sagemcom 5364 router.

I have tried other wifi, such as from a hotspot from another mobile and using my son's router (which isn't TalkTalk). Both these streamed the live action with no problems.

Any ideas?

Thanks

Steve

Re: uefa.tv live stream not working

stevefowell — Tue, 27 Jun 2023 18:38:02 GMT

Additional information - I watch Sky Sports and BT Sports live streams with no problems.

Re: uefa.tv live stream not working

Anonymous — Wed, 28 Jun 2023 05:51:45 GMT

Morning,

I'm sorry to hear this. Could you try powering down the router for a full 30 minutes and then retest again please as this will reset the current session.

Thanks

Re: uefa.tv live stream not working

stevefowell — Wed, 28 Jun 2023 11:07:45 GMT

Thank you for coming back to me Michelle.

I also had a chat with your team last night and they checked my broadband and found no problems.

I will however now switch off the router for the next hour.

The next live match is at 5 o'clock tonight so I will try again then. I will update you after that.

I have also reported this problem to uefa.tv. but they are none the wiser. They thought my IP address might have been "blocked", whatever that means, but they checked it and found it ok.

This is one of those situations where it is not apparent with which company the fault lies. Presumably uefa.tv also uses a third party content delivery network for their live streams where also the problem might lie. I'd like to ask you what your thoughts are on that if I may? I have asked uefa.tv about this but so far they haven't responded with an answer.

Thank you for helping me with this.

Regards

Steve

Re: uefa.tv live stream not working

Anonymous — Wed, 28 Jun 2023 11:09:53 GMT

Good afternoon,

Ok thank you. Hopefully the 30 minute router power down will help as this will clear the current session.

Thanks

Re: uefa.tv live stream not working

stevefowell — Wed, 28 Jun 2023 16:33:50 GMT

Hi Michelle

Ok, I left the router switched off for 2 hours this afternoon. The England match is now being played but I have the same problem.

If you have an Android phone it is easy to register free for uefa.tv so you could try this yourself if you have a connected TalkTalk router!

All that uefa.tv are doing now is just asking me to send a screenshot and confirm that I have the latest software on my phone.

Thoughts?

Thanks

Steve

Re: uefa.tv live stream not working

stevefowell — Wed, 28 Jun 2023 17:18:00 GMT

Hi Michelle

I had an idea. I switched off Kids Safe settings and the England match is now working!

But why?

I had previously thought about Kids Safe so I had added uefa.tv to allowed sites but this didn't change anything.

This is a live football match. The other videos on the site play ok. So Kids Safe is blocking a live stream but not on-demand from the same site. And why block football? And why is it blocking anyway with the uefa site selected as being allowed?

I didn't even know that Kids Safe blocked the usage of Android apps.

So, any thoughts about what is going on here?

Thanks again

Steve

Re: uefa.tv live stream not working

Anonymous — Thu, 29 Jun 2023 05:45:53 GMT

Morning,

Thanks for the update. What category was it blocked under? Have you only just switched KidSafe on or have you been using this for a while?

Thanks

Re: uefa.tv live stream not working

stevefowell — Thu, 29 Jun 2023 11:36:40 GMT

Hello Michelle

I have been using Kids Safe for ages.

The following website categories were blocked :

Gambling
Pornography
Suicide and Self-Harm
Weapons and Violence
File Sharing Sites
Games

I had no individually blocked websites and I had also individually allowed uefa.tv.

There were no messages to tell me that the live stream had been blocked either.

I would like this to be investigated by TalkTalk as Kids Safe has clearly not operated correctly in this instance. As I would like to be kept informed of the outcome I will raise the issue with concerns@talktalkplc.com and, if I may, refer to this post in my email.

In addition, if you would like to test this yourself, the next live matches are on Saturday at 17:00 and 20:00.

Regards

Steve

Re: uefa.tv live stream not working

Anonymous — Thu, 29 Jun 2023 12:15:19 GMT

Hi,

Thanks for the update. So just so I'm clear, when Kidsafe is switched on you can't access the site at all, even when the site is added to the inclusion list, but If you switch KidSafe off, you can access the site immediately?

Thanks

Re: uefa.tv live stream not working

stevefowell — Thu, 29 Jun 2023 14:44:18 GMT

Hi Michelle

Yes, that's correct, but only the live streaming from the site; I don't have any problems with the rest of the site.

Other than the live streams of matches I can access everything on the uefa.tv site, including on-demand video, whether or not Kids Safe is switched on and whether or not uefa.tv is added to the inclusion list. Basically, other than the live streams of matches, all of the uefa.tv site (and the uefa.tv app) work completely fine irrespective of the Kids Safe settings,

As I found out yesterday, if Kids Safe is switched off I can also access the live streams of matches.

But when Kids Safe is switched on (with the settings I had) I cannot access the live streams of matches. The live stream doesn't start at all. On my phone it just displays a whirling circle; on my laptop nothing happens at all. If Kids Safe is then switched off the live matches are shown straight away.

It follows that Kids Safe is blocking a live football match!

On Saturday (when the next live matches are shown) I will try and ascertain if a single particular blocked website category is responsible.

I am sure that this issue will be easy to replicate but please bear in mind there are not many matches left in the current uefa tournament.

Regards

Steve

Re: uefa.tv live stream not working

Chris-TalkTalk — Fri, 30 Jun 2023 05:27:04 GMT

Hi Steve,

Thanks for the information. Yes it would be useful to find out if a specific category is causing the issue so if you could let us know how you got on, on Monday, that would be great

Chris

Re: uefa.tv live stream not working

stevefowell — Fri, 30 Jun 2023 10:44:55 GMT

Hi Chris and Michelle

Yes, I will report my findings back to you.

Surely, however, the first step for TalkTalk is to replicate the issue. uefa.tv will also be showing live matches from the u-19 competition up until July 16th so there will be time to replicate in the next couple of weeks.

Regards

Steve

Re: uefa.tv live stream not working

Chris-TalkTalk — Fri, 30 Jun 2023 11:18:03 GMT

Hi Steve,

If there's a general problem with uefa.tv then we would expect other customers to be reporting the same issue so the information about the categories will be useful

Could I just ask, do you experience the same issue on more than one device when connected to your TalkTalk router?

Do you get an error message when you can't stream?

Chris

Re: uefa.tv live stream not working

stevefowell — Fri, 30 Jun 2023 15:16:00 GMT

Hi Chris

Surely, to give more of an insight as to whether this issue is unique to me, it would be worthwhile trying to replicate it (that being so easy to try). I don't think that, because no one else has reported this issue, that you should assume that the fault lies with my devices. I have a Chromebook with up-to-date software and an Android 11 mobile which is also up-to-date. I have no other internet issues and have had no problems streaming football from BT Sport and Sky Sports. Why would my devices be responsible for stopping a stream with Kids Safe on but play the stream with Kids Safe off? That would, in any case, imply that Kids Safe is interacting with my devices.

With Kids Safe on, when I try and stream the u-21 matches on my Chromebook, nothing happens; I just get a blank window. When I try in the app on my mobile I just get a spinning wheel. There is no video coming through at all. I get no error messages.

I can also try and stream the matches on Linux and on Windows 10. I will do that on Saturday although I can't see that it would make any difference. But I am open to being amazed.

My personal hunch is that Kids Safe is picking up on something within the stream supplied by the content distribution network used by uefa.tv and is erroneously blocking the stream based on that data.

But let's see if I can narrow this down to a particular category when the matches are streamed on Saturday.

Regards
Steve

Re: uefa.tv live stream not working

stevefowell — Sat, 01 Jul 2023 18:53:48 GMT

Hi Chris and Michelle,

Ok, I did some further tests during a live match which uefa.tv was streaming tonight.

I have found out that when either of the categories "Gambling" or "Games" is selected to be blocked the live match cannot be streamed. So the live stream must be being erroneously considered to be related to gambling or gaming.

I also tested this with the same result on a Linux machine so I have the same problem on three different devices.

Are you able to escalate this for me or should I raise a complaint to TalkTalk?

Regards

Steve

Re: uefa.tv live stream not working

ferguson — Sat, 01 Jul 2023 18:59:41 GMT

OK, I don't use any of the HomeSafe solutions myself, but is it not possible to add the streaming site in question to the exception list? Alternatively, try switching KidSafe off temporarily and see if it works then.

Re: uefa.tv live stream not working

stevefowell — Sat, 01 Jul 2023 19:10:57 GMT

Hello ferguson

All that has been done, please read all the posts.

Steve

Re: uefa.tv live stream not working

ferguson — Sat, 01 Jul 2023 20:51:40 GMT

My bad. So just switch it off when you want to watch uefa.tv? Maybe try the FileSharing site setting also? It might be that because their sponsors are laden with booze and betting companies that this is why it is being screened out. It is a fairly blunt tool when all is said and done and may have unintended consequences accordingly. It is not compulsory, you do have a choice.

Re: uefa.tv live stream not working

Chris-TalkTalk — Mon, 03 Jul 2023 08:28:48 GMT

Ok thanks, we'll look into it, I'll let you know when we have an update

Chris