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

Paul Fenney
Participant
Message 40 of 40

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?

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39 REPLIES 39

Message 1 of 40
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Message 2 of 40

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.

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Message 3 of 40

@Paul Fenney wrote:

Netflix has been behaving itself


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...

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Message 4 of 40

Morning,

 

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

 

Thanks

 

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Message 5 of 40

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.

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Message 6 of 40

Hi @dj23456

 

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

 

Thanks

 

Debbie

 

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Gliwmaeden2
Community Star
Message 7 of 40

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. 

Gliwmaeden2, a fellow customer.

dj23456
Popular Poster
Message 8 of 40

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

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dj23456
Popular Poster
Message 9 of 40

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.

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Message 10 of 40

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. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Paul Fenney
Participant
Message 11 of 40

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

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.

 

 


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 ?

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).

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Message 12 of 40

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. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 13 of 40

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).

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Message 14 of 40

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

 

Paul Fenney
Participant
Message 15 of 40

I can confirm that once the issue starts happening, all devices on the network are affected. It's still possible to toggle the missing titles on and off by switching to a separate mobile data connection and simply pressing F5.

 

Netflix insist that they are working on the problem but also are adamant that I'm using a VPN. I use a VPN client to connect to my office when I'm working from home, but this is only installed on the PC I'm using for work, and shouldn't be able to affect other devices that use the same connection... right?

 

Please let me know if there are any other diagnostic steps you'd like me to try!

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Message 16 of 40

Morning,

 

I'm sorry to hear this. Can I just confirm, is this still happening on more than one device?

 

Thanks

 

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Message 17 of 40

Installed the new router this morning and things were all working; the issue has reoccurred this evening.

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Message 18 of 40
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Message 19 of 40

Thanks!

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Message 20 of 40

Hi Paul,

 

I've ordered the router, it should be with you within a couple of days but please allow up to 5 working days for delivery


Chris