Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
end of navigation menu

Fios Issues with Watching Netflix and Youtube

SOLVED
Reply
liubing1020
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-07-2017

Fios Issues with Watching Netflix and Youtube

Message 1 of 51
(26,834 Views)

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.
 

 

1 ACCEPTED SOLUTION

Accepted Solutions
menchyk
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎08-25-2008

Re: Fios Issues with Watching Netflix and Youtube - FIXED!!

Message 37 of 51
(30,912 Views)

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

 

Screenshot 2017-12-26 19.29.27.png

 

View solution in original post

50 REPLIES 50
Capvolca
Contributor
Contributor
Posts: 2
Registered: ‎12-08-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 2 of 51
(26,748 Views)

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 

liubing1020
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-07-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 3 of 51
(26,724 Views)

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...

olearybm
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-08-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 4 of 51
(26,705 Views)

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.

jonjones
Platinum Contributor III
Platinum Contributor III
Posts: 5,322
Registered: ‎10-18-2016

Re: Fios Issues with Watching Netflix and Youtube

Message 5 of 51
(26,704 Views)

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.

 

liubing1020
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-07-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 6 of 51
(26,596 Views)

@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. 

 

 

Jay9578
Contributor
Contributor
Posts: 1
Registered: ‎12-09-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 7 of 51
(26,593 Views)

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.  

jonjones
Platinum Contributor III
Platinum Contributor III
Posts: 5,322
Registered: ‎10-18-2016

Re: Fios Issues with Watching Netflix and Youtube

Message 8 of 51
(26,572 Views)

@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.

 

olearybm
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎12-08-2017

Re: Fios Issues with Watching Netflix and Youtube

Message 9 of 51
(26,558 Views)

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?

jonjones
Platinum Contributor III
Platinum Contributor III
Posts: 5,322
Registered: ‎10-18-2016

Re: Fios Issues with Watching Netflix and Youtube

Message 10 of 51
(26,524 Views)

Verizon 

How-To Videos
 
The following videos were produced by users like you!
   
Videos are subject to the Verizon Fios Community Terms of Service and User Guidelines and contains content that is not created by Verizon.
Have a spare Fios-G1100?Learn how to bridge it into your network
Get Started


Covid19

Browse Categories
Categories:
Posts

Verizon Troubleshooters
Unable to find your answer here? Try searching Verizon Troubleshooters for more options.
Modal Dialogue Title