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HELP - my Verizon internet has my streaming service thinking I am in a different state and city??

Grme3
Newbie
‎05-29-2023 02:51 PM

I recently moved to Verizon wireless 5G home internet and am a streamer.  Now my Paramount Plus streaming service (through Amazon Prime using a Roku) thinks I am in Washington DC.  I have reset my Roku - it is right and I have talked with Amazon and they have my info correct.   It must be the Verizon internet router - how do I correct my location with the router??? and frankly - WHY would I need to do this - so much for 3 simple steps to set up.  Yes I have tried using Verizon chat (which normally works for me) but they seem completely clueless on anything internet related unless I want them to seel me something.  Does anyone know how to fix this very frustrating issue.  🙂  TYIA

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vzw_customer_support
Customer Service Rep
‎05-31-2023 02:57 PM

Help is here! We'd like to take this moment to welcome you in the Verizon family. Please send us a Private Note, so we can take a closer look.

 

~Maria

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vzw_customer_support
Customer Service Rep
‎06-01-2023 05:26 AM

Hey Grme3, I know that I would be frustrated if I had recently moved and that my Home Internet IP address was showing me in a different location. Regrettably, there is nothing that can be done to correct this as IP address are dynamic, may change at any time, and may impact location based TV streaming services. We apologize for any inconvenience that this may cause.

-Joseph

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Grme3
Newbie
In response to vzw_customer_support
‎06-02-2023 03:30 PM

Hi, thanks for the answers. My son is an IT guy and he said he could change it to be a static IP address (meaning it wouldn't change) if he was able to get into the router itself. Unfortunately when he attempts to do this, he gets an error that the password is incorrect. He is trying to access it via 192.168.0.1 and gets the below.

vzon.PNG

He has tried all of the default log in information for most routers. UN: admin, PW: password, password1, admin, 12345, the default router password, etc. Is there a default password for these so he can make the IP addresses static?

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vzw_customer_support
Customer Service Rep
In response to Grme3
‎06-04-2023 03:42 PM

Thank you for the additional details. Unfortunately, our routers are designed so that the IP address cannot be modified. We apologize for the inconvenience. 

~Ivone

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omahaJenS
Enthusiast - Level 1
In response to vzw_customer_support
‎06-06-2023 07:13 PM

What is Verizon doing to correct this issue?  Meaning, I can only change my Hulu location 4 times a year and Netflix thinks it's a different user because you have my IP address 1/2 way across the country when I haven't left my living room.  It's not an 'inconvenience', it' s unacceptable.

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vzw_customer_support
Customer Service Rep
In response to omahaJenS
‎06-09-2023 05:53 AM

This is definitely an odd situation. Although, it seems this might not be an issue coming from your Verizon Wireless account, we can try multiple troubleshooting steps to make sure your device is in sync with the network. PLease power off your device for 5 minutes and power it back on. Please check if the issue persists after completing this step. ~Geo

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