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user_ij6h2a
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6 Messages

Tuesday, October 29th, 2024 4:47 PM

Netflix thinks I'm using a VPN when I'm not, they've directed me to contact my ISP

This issue has been going on for a couple weeks or so.

Nothing has changed on my home network setup in years, but suddenly Netflix developed an issue where it thinks I'm using a VPN, but I've never used a VPN.

I spoke with Netflix and they directed me to contact my ISP. I contacted Xfinity via Twitter, but ultimately did not receive any resolution to my problem.

No other streaming services or websites have issues, only Netflix thinks (incorrectly) that I'm using a VPN.

I was able to change my public facing IP address, but that only resolved the issue for a day.

I spoke with Netflix again and they have directed me yet again to contact Xfinity. Because it is so difficult otherwise to reach a real person at Xfinity I am posting here.

Netflix wants Xfinity to contact them so the support teams can work together to resolve the issue. They sent me this link to a help page: https://help.netflix.com/en/node/277

I have gone through all the steps on that page except for getting Xfinity to contact Netflix.

I am hoping this issue can be resolved as it has become very frustrating.

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7 days ago

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user_zl444q

1 Message

10 days ago

This is also happening to me. 

I'll put up with this for a day, but no one is getting my money if they aren't delivering the services I paid for, so if Xfinity doesn't want to fix this, I'll move to a different ISP.

2

user_ij6h2a

6 Messages

@user_zl444q​ Yes, it's very frustrating. I've also sent a direct message on here to Xfinity Support, but have yet to receive a response. 

I'm tired of having to shuffle back and forth between Netflix and Xfinity, I just want the problem fixed.

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10 days ago

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XfinityThomasA

Official Employee

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1.7K Messages

 

user_zl444q - We hear you and appricate the chance to help out! Are you using an Xfinity Gateway while receiving this error?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 days ago

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EG

Expert

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107K Messages

9 days ago

@user_ij6h2a 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.


Please see this post about direct messaging the support team;


https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478  

1

user_ij6h2a

6 Messages

@EG​ Thanks for the heads up, I must have missed that in the guidelines.

Hopefully this post gets some attention from an employee soon.

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9 days ago

0

EG

Expert

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107K Messages

9 days ago

@user_ij6h2a 

You're welcome ! No worries. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. Good luck with it !

3

user_ij6h2a

6 Messages

@EG​ Thank you! Appreciate the assistance! Fingers crossed this issue can be resolved.

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9 days ago

XfinityThomasC

Official Employee

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2K Messages

Hello @user_ij6h2a thank you for following the community guidelines and posting a public post. I have your private message and will continue to assist with this VPN issue there. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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9 days ago

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EG

Expert

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107K Messages

@user_ij6h2a​ 

Best of luck to you !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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8 days ago

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EG

Expert

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107K Messages

9 days ago

@user_ij6h2a 

You're quite welcome !

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useabcdefg0987

2 Messages

9 days ago

I'm having the exact same issue, and kept getting ping ponged by both Xfinity and Netflix support, each telling me it's the other one's issue to fix. I have never used a VPN on my home network. I've reset and reinstalled everything multiple times. Hard reset, soft reset, unplug overnight... even if something works, a few days later it happens again. I'm very frustrated.

I believe the issue is with the IP addresses that Netflix has previously identified as being VPN addresses, but are now being used by Xfinity. I can't force an IP address change, though, and even if I leave my modem off long enough to get assigned a different address when I start it up again, there's no guarantee that I'll get one that's not already flagged by Netflix. 

Netflix keeps insisting that it's either my fault for having an IP address that was a VPN address at one point and that I need to take it up with my ISP. Comcast keeps telling me everything is fine and tells me to go back to Netflix. I've been dealing with this for a month now and it is very frustrating!

(edited)

4

user_ij6h2a

6 Messages

@useabcdefg0987​ Honestly, it does make me a feel a bit better knowing it's not just me. 

The only way I was able to force a new IP address was to use the MAC clone feature on my router, but like you've experienced, it was only a temporary fix. 

I've started to be in contact with Xfinity employees through direct message now and I'm hoping to get it fixed, but we'll see. I might just have to cancel Netflix otherwise. 

The Netflix support instructions talk about having the ISP contact them so the companies can work together to fix the issue, but I'm wondering if it's even possible to make that happen.

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9 days ago

0

useabcdefg0987

2 Messages

I think Netflix is having this issue with multiple ISPs. My friend has AT&T and he also experienced the same thing, but not as frequently. The Netflix support specialist told me to watch Netflix using my mobile data. Sure, there aren't any VPN issues when I connect to Netflix using my cellular network, but that's not a fix!!!

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9 days ago

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user_ij6h2a

6 Messages

@useabcdefg0987​ Yes! Netflix support suggested the same thing to me. I told them that wasn't a solution and in any case it wouldn't be worth the hassle of having to connect devices like a smart TV to the much slower mobile data. Of course, they then just continued to tell me to contact my ISP.

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8 days ago

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XfinityAldrik

Official Employee

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1.7K Messages

Good evening @useabcdefg0987! This is definitely a very odd issue! We’d love to open a ticket for this issue and see if our engineers can identify what is causing this. This appears to be impacting multiple internet service providers based on what you said, our engineers may not be able to locate a solution if this issue is occurring on Netflix’s end. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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7 days ago

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