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Fios Issues with Watching Netflix and Youtube

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CRobGauth
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Re: Fios Issues with Watching Netflix and Youtube

Message 11 of 51
(6,122 Views)

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
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Re: Fios Issues with Watching Netflix and Youtube

Message 12 of 51
(6,106 Views)

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?

 

VerizonNetflix.png

liubing1020
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Re: Fios Issues with Watching Netflix and Youtube

Message 13 of 51
(6,064 Views)

@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.

liubing1020
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Registered: ‎12-07-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 14 of 51
(6,063 Views)

@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. 

liubing1020
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Registered: ‎12-07-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 15 of 51
(6,061 Views)

@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? 😂

bc848
Contributor
Contributor
Posts: 1
Registered: ‎12-10-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 16 of 51
(6,032 Views)

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.

olearybm
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Registered: ‎12-08-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 17 of 51
(6,029 Views)

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.

olearybm
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Registered: ‎12-08-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 18 of 51
(5,966 Views)

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

liubing1020
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Posts: 8
Registered: ‎12-07-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 19 of 51
(5,929 Views)

hooray!!

ndrake
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Registered: ‎12-18-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 20 of 51
(5,784 Views)

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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