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Fios Issues with Watching Netflix and Youtube

liubing1020
Enthusiast - Level 2
‎12-07-2017 12:34 PM

Since yesterday, I am unable to watch Netflix and Youtube videos anymore. I have tested different devices:

Netflix

All iPhone, Macbook pro and Apple TV cannot play netflix videos. It says:

"Internet Connection Problem

An internet of home network connection problem is preventing playback...

Erro Code: M7037-1101"

YouTube

Using iPhone Youtube App, I can search for and browse videos but not play.

On Macbook Pro, I can play youtube videos. The loading seems a bit slower than before.

Other Streaming Video provider:

I can play dailymotion without a problem.

I have reboot my Quantum Gateway G1100 rounter. It did not help. 

For the speed testing, the results look okay. 

DOWNLOAD53.21 Mbps
UPLOAD63.29 Mbps

Download: 57Mbps

Upload: 64Mbps

Below is recent system log of the router (not sure what it means):

Dec 7 20:25:14 2017named[2145]err<139>zone fios-router.home/IN/internal-clients: zone serial (2008122601) unchanged. zone may fail to transfer to slaves.
Dec 7 20:25:14 2017named[2145]err<139>zone FIOS_Quantum_Gateway/IN/internal-clients: zone serial (2008122601) unchanged. zone may fail to transfer to slaves.
Dec 7 20:25:14 2017named[2145]err<139>zone localrp/IN/internal-clients: zone serial (2008122601) unchanged. zone may fail to transfer to slaves.
Dec 7 20:25:14 2017named[2145]err<139>zone 1.168.192.in-addr.arpa/IN/internal-clients: zone serial (2008122601) unchanged. zone may fail to transfer to slaves.
Dec 7 20:25:13 2017dhcpdinfo<158>192.168.1.160 is leased for 86400 seconds, renew in 0 seconds, rebind in 0 seconds
Dec 7 20:25:13 2017dhcpdinfo<158>DHCPACK on 192.168.1.160 to 78:3a:84:eb:6a:72 (Bings-iPhone) via br-lan
.......
 
Does anyone have suggestions on fixing this?
 
Thanks.
 
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menchyk
Enthusiast - Level 2
‎12-26-2017 04:35 PM

I was having this issue as well in the Pittsburgh area.  Here is what worked for me

I had a feeling it had something to do with the IP block. They pushed a new IP address and it was in the same IP block as the old one.. 74.111.114.xxx.

After dealing with support 3 times and several hours later I was unable able to solve the issue. I started exploring settings on my own.

Here is what I found... Releasing the DHCP lease on the router will release the old IP address. It should then it pick up a new IP address.  I did this until I got an IP address outside of that IP block. I also temporarily disabled the firewall within the router.

I have a quantum router and these are the steps to relase DHCP

  1. Log into your router at http://192.168.1.1
  2. Take note your IP address on the left side of the screen. You will need to compare it later in this process.
  3.  Click on the My Network icon at the top.
  4. Click Network Connections from the menu on the left.
  5. Click Broadband Connection
  6. Click Settings
  7. Scroll down and click Release under DHCP Lease
  8. Click Apply
  9. Click main at the top and then see if your IP address has changed.

Within that same settings area, toward the bottom is "Internet Connection Firewall"

  1. Uncheck it, click apply
  2. Test Netflix to see if it started working
  3. Go back in and re-check that box and hit apply.

I have been dealin with this for 2 weeks and this JUST worked for me tonight.  Let me know if it works for you

image

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Capvolca1
Enthusiast - Level 1
‎12-08-2017 01:45 PM

I am having the same issue as well! I contacted Verizon, they said it’s youtube’s fault. But I can use YouTube and Netflix when I am not using fios WiFi 

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liubing1020
Enthusiast - Level 2
In response to Capvolca1
‎12-08-2017 04:27 PM

Exactly, using my phone's LTE, I can use YouTube and Netflix. It cann't be YouTube or Netflix's faults, since they are two different companies!

I suspect that Verizon has implemented certain data throttling scheme (see below, they have done this for verizon wireless), but it is buggy and affects users like you and me...  

https://arstechnica.com/information-technology/2017/07/verizon-wireless-apparently-throttles-streami...

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olearybm
Enthusiast - Level 2
In response to liubing1020
‎12-08-2017 04:58 PM

I am receiving the same error code from Netflix as well: Error code M7037-1101. All other sites work correctly except Netflix (including Youtube for me). But on my Fios home network, I cannot connect through the new STB option, computer or phone. However, Netflix works perfect when I turn the WiFi option off and stream through my LTE connection. It appears Fios has blocked or throttled Netflix.

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jonjones1
Legend
‎12-08-2017 05:00 PM

https://help.netflix.com/en/node/100253

For the Netflix issue.

normally if you can stream one or more services and not a select few that is a video service issue. Your provisioned speeds are more than enough to stream.

maybe have Verizon or yourself reset your ont, and your Verizon router, also turn off any devices be they ethernet direct connected or using WiFi and wait 5-10 minutes 

then turn the ont on first. Wait till the lights are green.

then turn on the router, wait until it’s fully booted up and has dhcp. (Internet connection)

then turn on one device preferably direct connect and not WiFi and try Netflix and Youtube and see if you can do so.

if you can then turn your other devices on at one by one. Test out the streaming.

if certain devices can stream and others cannot you then have a individual device issue and not a streaming connection Fios issue.

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liubing1020
Enthusiast - Level 2
In response to jonjones1
‎12-09-2017 07:49 AM

@jonjones

Thanks for your suggestions. I have been working with Verizon tech support in the past a couple of days to solve this problem. They have done what can be done including reboot ont, router, etc., and even sent me a new gateway router. 

After turning on the new router for 30 mins, the first thing I did was to connect a Dell PC to the router using ethernet cable. Still I can not watch Netflix, neighther all my other devices works. 

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Jay9578
Enthusiast - Level 1
In response to liubing1020
‎12-09-2017 08:19 AM

I am having the same issue.  Tried everything with no resolve.  The interesting thing is that I can watch YouTube and Netflix via my computers but not through smart TV or mobile devices connected to wifi.

What did they say would fix it or is it a wait and see if Youtube and Netflix come up with a solution.  It is just weird that we are all having the same issue starting around the same time.  

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jonjones1
Legend
In response to liubing1020
‎12-09-2017 10:50 AM
@liubing1020 wrote:

@jonjones

Thanks for your suggestions. I have been working with Verizon tech support in the past a couple of days to solve this problem. They have done what can be done including reboot ont, router, etc., and even sent me a new gateway router. 

After turning on the new router for 30 mins, the first thing I did was to connect a Dell PC to the router using ethernet cable. Still I can not watch Netflix, neighther all my other devices works. 

Another thing I would try is to see if parential controls have turned themselves on.

if it did, turn it off.

additionally do a tracert to Netflix.com and Youtube.com and see if the connections time out. Please remember Youtube is a google property (alphabet) 

you can also try a ping to both sites and see if there are any packet loss.

i am using Netflix and my wife has Youtube on 2 4K smart tv’s without any issues.

we also use Roku in two places, and Apple TV 4K devices in two places, and have it on all of our computers and cell phones and laptops with no issues what so ever.

we can stream Acorn TV and DirectTVNOW and Amazon Prime video and other streaming apps on all devices again with no blocking or slow downs.

I would say it is at your central location or the ont may be bad. It does happen.

Check with both services and see what their knowledge base gives as solutions.

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olearybm
Enthusiast - Level 2
In response to jonjones1
‎12-09-2017 01:14 PM

Thanks. Not a network expert but clearly there is an issue here:

C:\>tracert www.netflix.com

Tracing route to www.us-east-1.prodaa.netflix.com [52.87.34.173]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  FIOS_Quantum_Gateway.fios-router.home [192.168.1.1]
  2     1 ms     1 ms     1 ms  lo0-100.PITBPA-VFTTP-321.verizon-gni.net [71.182.157.1]
  3     4 ms     3 ms     6 ms  100.41.133.192
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    12 ms    13 ms    12 ms  0.et-9-1-0.GW13.IAD8.ALTER.NET [140.222.235.213]
  7    13 ms    13 ms    13 ms  neustar-gw.customer.alter.net [152.179.50.58]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10    35 ms    24 ms    18 ms  54.239.110.183
 11    14 ms    14 ms    14 ms  54.239.111.23
 12    34 ms    16 ms    15 ms  52.93.24.44
 13    14 ms    15 ms    15 ms  52.93.24.37
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\>tracert www.google.com

Tracing route to www.google.cOM [172.217.7.164]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  FIOS_Quantum_Gateway.fios-router.home [192.168.1.1]
  2     1 ms     2 ms     1 ms  lo0-100.PITBPA-VFTTP-321.verizon-gni.net [71.182.157.1]
  3     3 ms     4 ms     5 ms  100.41.133.194
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    13 ms    13 ms    14 ms  0.et-11-1-2.GW13.IAD8.ALTER.NET [140.222.225.219]
  7    40 ms    41 ms    46 ms  204.148.79.46
  8     *        *        *     Request timed out.
  9    14 ms    14 ms    13 ms  216.239.54.15
 10    14 ms    14 ms    14 ms  iad30s09-in-f164.1e100.net [172.217.7.164]

Trace complete.

C:\>ping -n 20 netflix.com

Pinging netflix.com [54.82.250.207] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 54.82.250.207:
    Packets: Sent = 20, Received = 0, Lost = 20 (100% loss),

Netflix or Verizon issue?

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jonjones1
Legend
In response to olearybm
‎12-09-2017 04:05 PM

Verizon 

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CRobGauth
Community Leader
Community Leader
In response to olearybm
‎12-09-2017 04:49 PM

Without looking up intermediate IPS, it could be that the issue is beyond Verizon network.

And Netflix coulkd be sent to block pings.

Even though I can't ping it, I can bring it up on my stb no issue.

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olearybm
Enthusiast - Level 2
In response to CRobGauth
‎12-09-2017 06:34 PM

Thanks guys. I'm at a loss. Any attempts to connect to Netflix through any device on my network appears like it is blocked, behind a proxy. The Set Top Box shows the red Netflix on black screen and the loading symbol just spins. The laptops and phone pull only text, no images or graphics appear. If I turn WiFi off on my phone and use the LTE, Netflix instantly pulls in all of the info and graphics and works normally. All other sites I have tested seem to work completely fine. I have rebooted the ONT, router, devices, etc as mentioned to no avail. Any thoughts to be able to even explain this to a Verizon support person?

image

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liubing1020
Enthusiast - Level 2
In response to olearybm
‎12-10-2017 10:16 AM
@olearybm wrote:

 Any thoughts to be able to even explain this to a Verizon support person?

It's HARD. Some of Verizon support person simply responded me "It's not Verizon's problem" or "Verizon cannot guarantee you to watch any videos you like". What else can I say? 😂

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bc848
Enthusiast - Level 1
In response to liubing1020
‎12-10-2017 12:58 PM

Having the same issue here in pittsburgh.  Youtube works occasionally from my macbook, not at all on phone/ipad.  No netflix at all.  Pulls up fine when not on my home wifi.  If verizon doesnt acknowledge this or find a fix I'm switching ISPs.  This is ridiculous.

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olearybm
Enthusiast - Level 2
In response to bc848
‎12-10-2017 01:07 PM

Agreed, it has been very hard. I do have a help ticket into Verizon which they are looking into this issue. I have sent them our tracert results and they do believe it is a bigger problem. They looked at it today but have said they will have something in 48 hours.

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olearybm
Enthusiast - Level 2
In response to olearybm
‎12-11-2017 04:56 AM

Just FYI, Netflix is working fine for me across all platforms this morning.

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liubing1020
Enthusiast - Level 2
In response to olearybm
‎12-11-2017 07:54 PM

hooray!!

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ndrake1
Enthusiast - Level 1
In response to liubing1020
‎12-18-2017 07:00 PM

I experienced the same issue (with similar traceroute results) around the same time, also in Pittsburgh, PA.  I believe it was resolved around the same time as well.  The issue has resurfaced for me, as of this evening.  I contacted both Netflix and FiOS when I first experienced the issue.  I followed all recommended troubleshooting steps, but nothing helped.  Both services blamed the other party.  The issue resolved itself (earlier this month) with no action or changes on my end.  I'm prepared to switch ISPs at this point.  

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olearybm
Enthusiast - Level 2
In response to ndrake1
‎12-19-2017 07:51 AM

Yep, this is happening again.

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somewhatninja
Enthusiast - Level 1
In response to ndrake1
‎12-19-2017 03:32 PM

I have the same issue in pittsburgh.  The problem went away last week, then came back yesterday.  Fios assures me they are not blocking, and claims the problem is on netflix's side.  I find this dubious.

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jonjones1
Legend
In response to somewhatninja
‎12-19-2017 03:39 PM
@somewhatninja wrote:

I have the same issue in pittsburgh.  The problem went away last week, then came back yesterday.  Fios assures me they are not blocking, and claims the problem is on netflix's side.  I find this dubious.

Like I said in my previous reply below, Fios is not blocking Netflix or YouTube 

however there may be net congestion getting to both sites or just one. I believe I said to do a tracert and folks have said they seen the issue.

I have had in the past Netflix slowdowns when I had cable internet, and I called and they would blame my modem. However after unplugging my then modem and my router the speed returned. Was it Time Warner who said it was a Netflix issue, or Netflix who blamed Time Warner and my devices. 

Its a game of who blames who.

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