Fios Issues with Watching Netflix and Youtube

[liubing1020]

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.

[somewhatninja]

I reported the same issue, they told me to call netflix.

[olearybm]

Sorry to hear that, that seems to be the typical response. I did put another help ticket in. I recommend calling and getting another help ticket open. See if you can reference this forum thread.

tracert netflix.com

Tracing route to netflix.com [54.164.216.120]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms FIOS_Quantum_Gateway.fios-router.home [192.168.1.1]
2 11 ms 6 ms 1 ms lo0-100.PITBPA-VFTTP-321.verizon-gni.net [71.182.157.1]
3 4 ms 9 ms 6 ms B3321.PITBPA-LCR-21.verizon-gni.net [100.41.133.192]
4 * * * Request timed out.
5 * * * Request timed out.
6 15 ms 16 ms 27 ms 0.et-8-0-2.GW13.IAD8.ALTER.NET [140.222.0.185]
7 13 ms 16 ms 15 ms neustar-gw.customer.alter.net [152.179.50.58]
8 * * * Request timed out.
9 * * * Request timed out.
10 27 ms 28 ms 36 ms 54.239.110.179
11 14 ms 15 ms 14 ms 54.239.111.35
12 15 ms 16 ms 16 ms 52.93.24.80
13 14 ms 13 ms 16 ms 72.21.220.213
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.

[liubing1020]

---

@CRobGauth wrote:

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.

---

You are right. My office's PC can play Netflix, but the pings got blocked. So timeouts of pinging Netflix does not mean anything. However, I still don't think our issue is beyond Verizon network, because the issue with Youtube and Netflix occurred at the same day.

Hope there would be a 'Accepted Solution' comming up soon. 

[domsimz]

I am having the same issue.  Was on with Verizon support, my non-smart HD TV works fine with Netflix.  The smart TV has an issue.  Tech is sending out a new box. Will see if that works.  Youtube I could hear the audio but no video.

[liubing1020]

---

@jonjones wrote:

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.

---

Thanks. The parental control settings are fine. Here are the tracert results:

Since I can play Youtube video using notebooks (but not with phone, tablet, smart TV), the traceroute results for Youtube look okay:

traceroute to youtube.com (172.217.7.142), 64 hops max, 52 byte packets

 1  fios_quantum_gateway (192.168.1.1)  1.702 ms  1.206 ms  1.149 ms

 2  lo0-100.pitbpa-vfttp-304.verizon-gni.net (108.39.138.1)  12.327 ms  2.364 ms  5.557 ms

 3  b3304.pitbpa-lcr-21.verizon-gni.net (100.41.217.26)  11.363 ms  7.021 ms

    b3304.pitbpa-lcr-22.verizon-gni.net (100.41.217.30)  14.826 ms

 4  * * *

 5  * * *

 6  0.et-11-0-2.gw13.iad8.alter.net (140.222.0.187)  141.801 ms  143.624 ms

    0.et-9-1-0.gw13.iad8.alter.net (140.222.235.213)  105.703 ms

 7  204.148.79.46 (204.148.79.46)  71.492 ms  75.003 ms  60.448 ms

 8  108.170.246.1 (108.170.246.1)  126.804 ms *  143.134 ms

 9  216.239.54.127 (216.239.54.127)  23.262 ms

    216.239.54.205 (216.239.54.205)  138.852 ms

    216.239.54.127 (216.239.54.127)  17.480 ms

10  iad30s08-in-f14.1e100.net (172.217.7.142)  16.248 ms  18.618 ms  14.051 ms

For Netflix, I can visit Netflix but cannot play its video. The traceroute never stops.

traceroute: Warning: netflix.com has multiple addresses; using 52.5.99.170

traceroute to netflix.com (52.5.99.170), 64 hops max, 52 byte packets

 1  fios_quantum_gateway (192.168.1.1)  5.652 ms  1.161 ms  1.161 ms

 2  lo0-100.pitbpa-vfttp-304.verizon-gni.net (108.39.138.1)  9.773 ms  6.400 ms  6.344 ms

 3  b3304.pitbpa-lcr-22.verizon-gni.net (100.41.217.30)  18.156 ms

    b3304.pitbpa-lcr-21.verizon-gni.net (100.41.217.26)  14.387 ms  20.549 ms

 4  * * *

 5  * * *

 6  0.et-8-0-2.gw13.iad8.alter.net (140.222.0.185)  15.138 ms

    0.et-9-1-0.gw13.iad8.alter.net (140.222.235.213)  17.028 ms

    0.et-10-3-0.gw13.iad8.alter.net (140.222.235.37)  14.532 ms

 7  neustar-gw.customer.alter.net (152.179.50.58)  24.348 ms  19.214 ms  15.978 ms

 8  * * *

 9  * * *

10  54.239.110.159 (54.239.110.159)  23.390 ms

    54.239.110.187 (54.239.110.187)  34.887 ms

    54.239.110.161 (54.239.110.161)  31.263 ms

11  54.239.111.29 (54.239.111.29)  15.768 ms

    54.239.111.19 (54.239.111.19)  15.587 ms

    54.239.111.31 (54.239.111.31)  14.942 ms

12  52.93.24.46 (52.93.24.46)  20.912 ms

    52.93.24.32 (52.93.24.32)  19.016 ms

    52.93.24.22 (52.93.24.22)  21.748 ms

13  52.93.24.13 (52.93.24.13)  16.084 ms

    52.93.24.43 (52.93.24.43)  16.864 ms

    72.21.197.23 (72.21.197.23)  19.889 ms

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

...

// (never stop)

...

One thing I notice is that, olearybm is also from Pittsburgh PA:

  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.

I can play Amazon Prime UHD videos on my 4K TV with no blocking or slow down like you . As you said, it may be some issue with Verizon services at our central location (e.g. Pittsburgh).

 @Jay9578 and @Capvolca, we have the some problem, probaly since the same day (last Wed/Thu?). May I ask where you are?  

Thanks.

[Capvolca1]

The issue is happening again! When will Verizon fix the issue for good

[jmelchio]

I'm seeing the same issue in Pittsburgh. No netflix on any of my home devices, but other services (Amazon Video) work fine.

[witcheypoojr]

I am having the same issue.  I spoke to a Verizon rep last night they told me to talk to Netflix. Netflix found that I could not connect to thier servers and said it was my carrier and were unable to help, I went back to Verizon.  The network guys opened a ticket because they are getting several calls with this issue.  They are looking into it and potentially working with Netflix to fix the issue.

[jmelchio]

Still not working, both NetFlix and Verizon say it's the other party. Does anybody else find it suspicious that Verizon is trying to sell a new way to access Netflix that requires upgraded service, and ironically the old way no longer works?

[jonjones1]

Here is a thought. I can access Netflix and YouTube and Amazon prime, Acorn tv, britbox, etc. with no issues. However to be fair I don’t use Fios tv. So I don’t access through their stb.

i use Apple TV 4th Generation, Roku, UHD 4K tvs, Blu Ray players and can watch all of the streaming services. We have DirectTVNOW through these devices without issue.

can it be a Netflix issue? If you want to find out for sure try and use one of the methods I list above. If you can access the streams with no problem then it’s fios tv that is an issue. Did you try accessing the services through your computer hooked to the router via ethernet? Again if the services work that way then it’s a Fios tv issue.

[jmelchio]

It turns out it was a Verizon issue, even though I spent two hours on the phone with Verizon tech support hearing that it was not their issue. I was on verizon chat this morning, getting information on cancelling service. They connected me to support for a last chance effort to fix, and the online support rep fixed it by renewing my IP address and rebooting my main verizon box a few minutes later. I was told this was done earlier this week, so I'm not sure why it worked this time, but it worked.

[ddsewickly]

Its a verizon issue for sure. When I test with my mobile with connrection to t-mobile 4g, netflix did work. When I am on wifi or wired netflix is not working. seems like verizon is blocking netflix somewhere. this is the second time i am facing this issue in this month.

[Netflixwontwork]

I am having similar issue in Pittsburgh-North Hills area. Netflix doesn’t launch.  If I use a mobile carrier I can launch then I will toggle over to Fios WiFi with no issues.  

It’s a Fios launching issue.   Verzion tech is researching.  Anyone have solution?

[brenh80]

Well I hate to say it but I am glad it's not just me.  They were NOT very helpfull.  Said it was new so....  ugh

[menchyk]

I find it completly AWFUL that they were not able to figure this out or make the same suggestion. It shows shows how inept their tech support is. Their suggestions to me were completly irrelevent and made no sense.

I guess thats what you get when you farm out support, over seas, to the lowest bidder. They should be ashamed... and they should figure out why some IPs dont work or are blacklisted.  Before they can do that, they need to figure out what I figured out which they dont seem capable of doing.

The other thing they did as a slap in the face was that they sent me an email telling me that their technicians have fixed the issue and all should be right with the world again. I sent them back a big message.... 

Well, i'm glad its working for the majority of people that have tried it. FIOS is great, but God forbid anything goes wrong..  Happy 2018 to all!

[brenh80]

OMG, you pegged it!!

[JimW12]

Recurring problem where i lose connectivity to Netflix on smart tv AND new VZ channel 838 on all tvs,  AND to youtube on my phones inside the house. VZ support tried to resolve and failed, including sending me a new router, which had no effect.  The fact that i lose both simultaneously - and they temporarily and spontaneously were restored last week before happening again - indicates that it is a VZ problem.  Hate paying VZ full fare while not being able to watch my favorite channel.  Frustrating!  

[CRobGauth]

How long are they out?

if out long enough, go to router and look for anything that looks different.

Is it only Netflix and youtube, or do you lose connectivity to other internet sites?

[jonjones1]

---

@JimW1 wrote:

Recurring problem where i lose connectivity to Netflix on smart tv AND new VZ channel 838 on all tvs,  AND to youtube on my phones inside the house. VZ support tried to resolve and failed, including sending me a new router, which had no effect.  The fact that i lose both simultaneously - and they temporarily and spontaneously were restored last week before happening again - indicates that it is a VZ problem.  Hate paying VZ full fare while not being able to watch my favorite channel.  Frustrating!  

---

Well you are discussing two different connections. WiFi and direct connection I am assuming for the smart tv. If you are connected wireless to both, use a ethernet cable to the tv and use the supplied smart app to access those services. 

Additionally you can use the Roku device to connect on your tv to watch both streaming services and more. But my UHD 4K tv’s have the ability to access the services from the apps. But it must be hardwired and not under WiFi.

Don’t use the Fios set top box to access Netflix or any streaming service. Fios does not stream in UHD 4K so you are not getting the benefit of the services you use.

For the record I use those services and more via devices or apps with no issues.

[menchyk · Accepted solution]

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

[ndrake1]

I tried getting a new IP a few days ago and it didn't fix Netflix. I've just tried again, and the new IP address seems to have fixed things.  Thanks!

Just clicking Release/Renew didn't result in a new IP.  I released the IP, then turned off the Fios router for 5 minutes.  When I powered it back on, it picked up a new address.