Out of Home error when trying to watch channels I pay for on mac using chrome browser
bbgnj
Enthusiast - Level 3

I have been watching CNBC (which I obviously pay for) via tv.verizon.com using the chrome browser on my Macbook pro. It has been working fine for months, then today the majority of my channels in Guide say "Unavailable Channel" and then clicking on a channel to watch results in this error:  Out of Home - You are currently watching out of home, so some channels may be unavailable to view live. 

The only problem is I am 100% sitting inside my home and nothing has changed. It was working fine for a long time and now it is not. I do use a Eero mesh wifi for my home, but that was never a problem before this. I tried connecting directly to the verizon router and it did not resolve it. 

There are many posts on this topic but most of them are for teh FiOS TV App on iphone/ipad. I just checked my iphone app and I am able to view all the channels (and I'm on the Eero mesh wifi), so why isn't it working in Chrome Browser on my Macbook? 

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38 Replies
clem21
Community Leader
Community Leader

@bbgnj wrote:

I have been watching CNBC (which I obviously pay for) via tv.verizon.com using the chrome browser on my Macbook pro. It has been working fine for months, then today the majority of my channels in Guide say "Unavailable Channel" and then clicking on a channel to watch results in this error:  Out of Home - You are currently watching out of home, so some channels may be unavailable to view live. 

The only problem is I am 100% sitting inside my home and nothing has changed. It was working fine for a long time and now it is not. I do use a Eero mesh wifi for my home, but that was never a problem before this. I tried connecting directly to the verizon router and it did not resolve it. 

There are many posts on this topic but most of them are for teh FiOS TV App on iphone/ipad. I just checked my iphone app and I am able to view all the channels (and I'm on the Eero mesh wifi), so why isn't it working in Chrome Browser on my Macbook? 


Was there a recent update to Chrome? did you try it with Safari or another browser? Did you try rebooting the system? do you have anther notebook you can try it on? Can you delete the cache and history from Chrome and try again.

bbgnj
Enthusiast - Level 3

I've tried everything. I have tried, 

  • Chrome on the latest version (121.0.6167.139)
  • Tried Safari (same issue persists)
  • Tried my work computer, multiple browsers (same issue persists)
  • Rebooted my wifi
  • Rebooted by compter
  • Connected directly to the verizon router vs. my Eero mesh wifi
  • Cleared cache/cookies/history for all time
  • Called Verizon Support (53 minute phone call that was 100% useless)

I don't get how it can work fine via the app on my iPhone on the same wifi network, but not work on my computer using a browser on the same wifi network. It has to be a bug in the back-end (how it resolved IP addresses or something) on the Verizon side, right? The problem is that there are 283 layers of red tape between the Support Agent than answers my call and the actual backend engineer that knows how to fix the issue. I just don't get how this can be a problem on my end given I've tried everything I can think of, and it is NOT an issue on the Fios TV app on the iPhone. 

MattLavallee
Enthusiast - Level 1

Add me to the list:  Also trying to watch CNBC (seems to be a lot of us!).  Have spent a half-hour with support and gotten nowhere.

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clem21
Community Leader
Community Leader

@MattLavallee wrote:

Add me to the list:  Also trying to watch CNBC (seems to be a lot of us!).  Have spent a half-hour with support and gotten nowhere.


Support says this should be fixed now. It was apparently a back-end issue as one poster guessed.

bbgnj
Enthusiast - Level 3

I just checked and can confirm the issue is resolved. I knew it was 100% related to backend issues on their part. Glad their support team was able to gaslight me for a week thinking it was something wrong on my end. 

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MetaLouie81
Enthusiast - Level 2

You are lucky, I am still having the issue 😞 

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vzwlifer-for-now
Enthusiast - Level 2

CNBC now works for  me as as well. I have not had the chance to check if the issue exists on any other channels, but I am glad that my "home" computer is now home.

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clem21
Community Leader
Community Leader

@bbgnj wrote:

I just checked and can confirm the issue is resolved. I knew it was 100% related to backend issues on their part. Glad their support team was able to gaslight me for a week thinking it was something wrong on my end. 


The regular customer support and the support people I have access to are two different groups. Customer support may not have been updated on the issue before it was resolved. You were exactly correct though.

samuelallen
Enthusiast - Level 2

I'm glad you all have CNBC back but many of my channels still have the same problem. ESPN, TBS, NBA, NFL, MLB etc. Does Verizon checkout their community forums? 

vzwlifer-for-now
Enthusiast - Level 2

I finally had a chance to do side-by-side with my computer and iPad.  While CNBC is available on both devices, in the 500's, the following are available on my iPad and unavailable on my computer - which is a foot away from the iPad:

503 - MeTV

510 - WLNY

511 - PIX

513 - PBS

518 -WMBC

519 - Story

521 - PBS

523 - NJ PBS

525 - NYCLife

548 - NET

552 - TBS

558 - ES.TV

568 NewsNation

569 - VZ11

570 - ESPN

573 - ESPNU

576 - YES

578 - MSG

579 - MSG+

580 - MSGSN

581 - MSGSN2

586 - MLB

587 - NHL

588 - NFL

589 - NBA

598 - YES2

599 - CARS

and more

Still a lot of work to do!

samuelallen
Enthusiast - Level 2

Yep that looks like the same line up that's out on my Mac. The only difference is that they're available on my iPhone. 

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bbgnj
Enthusiast - Level 3

Yeah, you're right. I was blinded by just getting CNBC back, but many channels are still "Unavailable" that I definitely pay for and still work fine on the iOS app. I wonder why they can't just resolve this issue. tv.verizon.com has one job and that's to let you watch TV on a browser while you're at home, which is literally what we're trying to do. I hope someone sees this thread and resolves this issue. 

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clem21
Community Leader
Community Leader

@bbgnj wrote:

Yeah, you're right. I was blinded by just getting CNBC back, but many channels are still "Unavailable" that I definitely pay for and still work fine on the iOS app. I wonder why they can't just resolve this issue. tv.verizon.com has one job and that's to let you watch TV on a browser while you're at home, which is literally what we're trying to do. I hope someone sees this thread and resolves this issue. 


Sent a message to support about this, let you know what they say.

jmpmmd
Enthusiast - Level 1

Clem21, have you gotten any response?  I haven't had access to ESPN or sports channels for almost 2 weeks now on my laptop.  I am in home connected directly to wifi and about 5 feet from the router.  Extremely frustrated.

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clem21
Community Leader
Community Leader

@jmpmmd wrote:

Clem21, have you gotten any response?  I haven't had access to ESPN or sports channels for almost 2 weeks now on my laptop.  I am in home connected directly to wifi and about 5 feet from the router.  Extremely frustrated.


Nothing yet on the other channels. just the we fixed it message about the "not in the home" issue. I'll try them again, sorry.

bbgnj
Enthusiast - Level 3

@clem21 wrote:

@jmpmmd wrote:

Clem21, have you gotten any response?  I haven't had access to ESPN or sports channels for almost 2 weeks now on my laptop.  I am in home connected directly to wifi and about 5 feet from the router.  Extremely frustrated.


Nothing yet on the other channels. just the we fixed it message about the "not in the home" issue. I'll try them again, sorry.


To be accurate, the "not in home" error still pops up for many, many other channels as other users are stating in this thread. It was only fixed for one channel (CNBC). Many other channels that we should be able to view on tv.verizon.com on our own home wifi are still marked as "Unavailable" in the guide, and clicking on them to watch them results in the "Not in home" issue. Many sports channels, many movie channels, and various other random channels. 

clem21
Community Leader
Community Leader

@bbgnj wrote:

@clem21 wrote:

@jmpmmd wrote:

Clem21, have you gotten any response?  I haven't had access to ESPN or sports channels for almost 2 weeks now on my laptop.  I am in home connected directly to wifi and about 5 feet from the router.  Extremely frustrated.


Nothing yet on the other channels. just the we fixed it message about the "not in the home" issue. I'll try them again, sorry.


To be accurate, the "not in home" error still pops up for many, many other channels as other users are stating in this thread. It was only fixed for one channel (CNBC). Many other channels that we should be able to view on tv.verizon.com on our own home wifi are still marked as "Unavailable" in the guide, and clicking on them to watch them results in the "Not in home" issue. Many sports channels, many movie channels, and various other random channels. 


Message was sent, using the list of stations as a reference. We'll have to see what they come up with.

bbgnj
Enthusiast - Level 3

The CNBC "fix" was short-lived. Today I am getting this new error when I click on CNBC from tv.verizon.com using my chrome browser: 

Concurrent Streaming

Please try again and if the problem persists please open a ticket by going to Help & Report an Issue.

ID: 9-6-70-306-1000

I assure you I am not concurrently streaming anywhere. I am on my home wifi. Other channels that don't say "Unavailable" work fine.  This is exhausting. Such a bad streaming experience. 

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clem21
Community Leader
Community Leader

@bbgnj wrote:

The CNBC "fix" was short-lived. Today I am getting this new error when I click on CNBC from tv.verizon.com using my chrome browser: 

Concurrent Streaming

Please try again and if the problem persists please open a ticket by going to Help & Report an Issue.

ID: 9-6-70-306-1000

I assure you I am not concurrently streaming anywhere. I am on my home wifi. Other channels that don't say "Unavailable" work fine.  This is exhausting. Such a bad streaming experience. 


This was the response from support:

"It does not matter what their WAN IP is or if they are IH or OOH. The lineup on Web will not match fios mobile / fios tv home regardless of location. Web content is not protected the same way mobile content is. Most specifically there is an isolated environment on mobile that does the video decryption, keeping it protected from sharing, There is no such isolated decryption on Web thus making the streams more susceptible to decryption and sharing. That among other reasons is why some providers do not agree to have their content available on the web and why Web has its own catalog not aligned with the mobile catalog."

So as I have said before, it is up to the provider whether their content works on the web or not, and a lot of them choose not to allow it.
bbgnj
Enthusiast - Level 3

@clem21 wrote:

@bbgnj wrote:

The CNBC "fix" was short-lived. Today I am getting this new error when I click on CNBC from tv.verizon.com using my chrome browser: 

Concurrent Streaming

Please try again and if the problem persists please open a ticket by going to Help & Report an Issue.

ID: 9-6-70-306-1000

I assure you I am not concurrently streaming anywhere. I am on my home wifi. Other channels that don't say "Unavailable" work fine.  This is exhausting. Such a bad streaming experience. 


This was the response from support:

"It does not matter what their WAN IP is or if they are IH or OOH. The lineup on Web will not match fios mobile / fios tv home regardless of location. Web content is not protected the same way mobile content is. Most specifically there is an isolated environment on mobile that does the video decryption, keeping it protected from sharing, There is no such isolated decryption on Web thus making the streams more susceptible to decryption and sharing. That among other reasons is why some providers do not agree to have their content available on the web and why Web has its own catalog not aligned with the mobile catalog."

So as I have said before, it is up to the provider whether their content works on the web or not, and a lot of them choose not to allow it.

Then why does it work on my iPhone or iPad using the FiOS TV app while I am on my home WiFi? Also why does the error message not match the problem you're describing. It should say something about the provider instead of "Out of Home", no?  Something's not adding up here and that reply sounds like a cop-out, not the real root cause.