Netflix thinks I'm using a VPN / unblocker / proxy service?

[Paul Fenney]

In the last few days we noticed certain shows disappearing and reappearing from Netflix. We've identified that it only happens on our TalkTalk connection (when using the Netflix app on mobile data the affected shows are still visible).

We contacted Netflix support who told us that 'our systems have detected that you are connecting via a VPN, proxy, or “unblocker” service'.

We were directed to this Netflix knowledge base article: https://help.netflix.com/en/node/277?g=44944D6EB950D6A3AAC307E1BEE6361B6451BC7D&lkid=URL_SUPPORT_277...

I've verified that we are not (at least knowingly) using any kind of VPN or proxy with our connection. Our external IP address appears to be the correct TalkTalk one, the Fast.com speed checker shows us as a TalkTalk customer in GB.

I guess TalkTalk need to contact Netflix in order to get the IP address removed from a blacklist, how do I get this resolved?

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

[playpad]

Guys - I'm having exactly the same issue, it's the perticular dynamic IP thinks I'm in different region and set of shows disappers. Any solution, I think I know which ip this happens - as this issue cycles and suspect when that perticular ip is assigned issue comes back.

@Michelle-TalkTalk @Debbie-TalkTalk any help appreciated - I can send my info, FYI I'm on FTTP.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

[SCOTTIO1988]

Did this get sorted out? I’m constantly round in circles with TalkTalk and Netflix, blaming each other and not taking responsibility. Although I’m leaning in favour to Netflix as this issue only happens when on the Talktalk network. On my mobile data or other network, it’s absolutely fine! No VPN, No proxy!

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this and I will take a look at your topic now.

Thanks

[Willbarber95]

I've just started having the same issues on my netflix last night. Been given a new router by talk talk couple months ago now because previous one wasn't working too well. (New one is FAST 5364-3. T8.) And Netflix was working fine. Now last night titles disappeared but appear fine on mobile network. What is the advice given to sort this please? 

[Michelle-TalkTalk]

Morning,

Thanks for the update.

Thanks

[Paul Fenney]

Netflix still saying exactly the same thing with no willingness to give any indication that they might fix this, so I've cancelled my subscription. Thank you for your attempts to help.

[Paul Fenney]

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@Paul Fenney wrote:

Netflix has been behaving itself

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Apparently this wasn't true and Netflix stopped working at some point over the Christmas holidays, but no-one thought to tell me (and I haven't actually used it for a while myself). I'm going to poke Netflix again and see if they have any new thoughts but I'm inclined to give up and just cancel my subscription at this point...

[Michelle-TalkTalk]

Morning,

Thanks for the update and please let us know how you get on.

Thanks

[Paul Fenney]

Hi Dave - just FYI, after resetting the Netflix password and logging out all PCs, (and then doing a 30min router reset to ensure I get a fresh IP address) - Netflix has been behaving itself on the other devices (Humax STB, Roku stick, Xbox). Over the Christmas holidays I've not used my work VPN at all ( 😄 ) so if that _was_ somehow causing the problem then we should find out soon as I'm back at work tomorrow.

[Debbie-TalkTalk]

Hi @dj23456

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

Debbie

[Gliwmaeden2]

You'll need to start your own thread, @dj23456, for staff to help you with this.

Please return to the message board and click on start a topic. 

[dj23456]

Hi,  Have you managed to resolve this?  I've exactly the same problem across all devices Phones, PC's and Smart TV's when connected to Talktalk.  It works fine via a mobile.   Thanks  Dave

[dj23456]

Have you managed to find a fix for this?  I've exactly the same problems across all devices when connected to Talktalk.  Fine via mobile or other networks.

[Karl-TalkTalk]

Hi, 

could you try signing out of all netflix apps across  all devices, then sign in on one of the devices you are using to watch and see if it reoccurs.

Thanks  

Karl. 

[Paul Fenney]

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Your IP address changed, so if this was IP related this would have resolved when the IP changed.

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When my public TalkTalk IP address changes, it does seem to rectify the problem for a little while with Netflix, but it always kicks in again after a short time (varying between 1-5 days). I haven't been able to identify any specific action on our side that might correlate with the problem reoccurring.

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You mention you use a VPN for work, is this only installed on the PC, no other devices, and is the PC a wired connection ?

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The VPN Client (Checkpoint Endpoint Security VPN E85.20) is installed on one wired desktop PC and one laptop which uses WiFi. I don't actually use Netflix on either of these machines - its mainly used on a Humax Youview STB, Xbox One and Roku (all using their native apps) with some use from another Windows PC, wired connection (using the Windows store app).

[Karl-TalkTalk]

Hi

Your IP address changed, so if this was IP related this would have resolved when the IP changed.

You mention you use a VPN for work, is this only installed on the PC, no other devices, and is the PC a wired connection ?

Thanks  

Karl. 

[Paul Fenney]

Just to be clear, switching to mobile data (via my phone as a WiFi hotspot) and pressing F5 resolves the issue, switching back to TalkTalk WiFi and pressing F5 again the problem returns.

All wired and wireless devices are affected (although I can't try the above repro on the wired devices).

[Michelle-TalkTalk]

Hi,

Thanks for confirming. It's strange that it starts working again after switching to data and then back again and then pressing F5. Are any of the devices connected wired?

Thanks