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New Member

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31 Messages

Thu, Feb 20, 2020 4:34 AM

Can't access CBS via AT&T Internet connection (nothing to do with Direct TV)

I am aware of the craziness going on with AT&T and CBS but seriously they're blocking it on my internet connection?! (I don't have DirectTV or any other TV box.)

I'm a fairly new "Fixed Cellular Internet" customer (have U-Verse box) and I've been watching CBS free shows for a few weeks, and suddenly they all say "not available in your region". I'm in California, although sometimes websites think I'm in Atlanta, or Tx or AZ... Weirder still my ipad says "Due to licensing restrictions video isn't available for streaming outside your country". That doesn't even make sense.

And every other website and TV channel I access via direct link to their website (like CBS.com)

So I called CBS then ATT, then CBS then ATT... CBS says they have no idea why I'm getting these messages - that the tricks we tried should have resolved it, told me to ask ATT to change my IP address... But ATT says Nope, it's CBS blocking content to my location. I'm IN the US, in California! Last time I checked we were still part of the US. But the argument between the two is well known. I tried to bring it up with CS reps and they avoid the question.

Any suggestions? I'm very happy with ATT service (it beats the heck out of satellite internet) but I'm really irritated that they are blocking a website. What's next, blocking Google or Facebook until I pay?

Responses

Brand User
ATTHelp

Administrator

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113.7K Messages

2 months ago

Let's get you back to watching your  favorite shows, @udanwudeligv11.

 

We advise you to reboot your gateway, and then your main receiver, and then the rest of the clients specifically in that order to power cycle your equipment.

 

This process will reinitialize the receivers and will resend all authorizations to the channel packages.

 

Let us know if this works.

 

Marc, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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31 Messages

Thanks for the help but could you put that in English? I have my desktop computer which is wired (ethernet cable) into the AT&T U-verse router (what I call the wifi box), and my husband's laptop which is on wifi.

There is a box on a bracket outside the house but I have NO clue what that's called or if/how to reset it.

So I really don't know what a "gateway", a "main reciever" or "clients" are.

To be clear I only access CBS through the wifi box, my computer (on ethernet cable) and then through CBS.com

Brand User
ATTHelp

Administrator

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113.7K Messages

Hello, @udanwudeligv11.

 

 

Do you have Fixed Wireless Internet?

 

 

We advise you to reset your AT&T U-verse router to refresh the services for the channel that you are watching.

 

The IP settings can change when the U-verse router is rebooted, and cellular internet runs into trouble with the set location because of the nature of the service.

 

Let us know if this works.

 

Marc, AT&T Community specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

I am having the exact same problem! Fixed wireless internet... was able to watch CBS shows until a week ago, then I started getting the same message that the service is not available where I am. I am also in California, and CBS recognizes my location and local stations, but still says I'm out of the country.

When I connect to CBS using my phones cellular service, also ATT, I am able to watch with no problem. The problem only happens when connected to the fixed wireless service. Tried rebooting the gateway many times, tried uninstalling and reinstalling the CBS app on the tv. Nothing is working. Very frustrated..

New Member

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31 Messages

Yes, I have Fixed Wireless Internet. We have a new tower in our area, just got it in Dec.

I shut everything down, and then restarted the router, and when it was back, I restarted my computer. It's still showing the error message on CBS.

The CBS customer rep I talked to the 2nd time last night suggested that ATT change my IP address, but yes, it's still giving me the same message.

I called ATT customer service twice last night. The first guy tried all the resets etc. but told me it was a CBS problem. I called CBS and they tried everything they could think of, and said what we tried should have fixed it.

The 2nd time I called ATT the girl with the very heavy accent just kinda blew me off, placating me and telling me to call CBS. She tried to tell me maybe CBS was blocking it in my area so I have my husband checking in town on a non-ATT internet connection to see if it's blocked in town. I HIGHLY doubt it is.

What I find most telling is that it worked for a few weeks/episodes and now I get the error message.

Could this be some sort of problem with the tower or my box outside?

I did find my way to the ATT Gateway page (http://192.168.1.254) but am reticent to mess with anything there without being walked through it with a tech.

I think I'm going to try tech support again during the day.

New Member

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31 Messages

@Clyde13 I'm wondering if you're in the same area I am...I'm between Redding and Chico and we just got a tower in our rural area about 2 months ago.

New Member

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8 Messages

@udanwudeligv11 I'm a little further south. In the foothills between Auburn and Placerville.

New Member

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31 Messages

@Clyde13 Ah I know it well. (I grew up in El Dorado Hills.)

That's interesting that you can watch on your phone's cell service, even though it's also ATT.

If you go to this website, what does it say your location is?

https://www.iplocation.net/

The message we're getting indicates that CBS thinks we're out of the US, but that IP locator shows we're not, so it's not that.

Personally I think it's some stink still going on between ATT and CBS. Last July they blocked ATT customers and were blaming each other...

New Member

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31 Messages

@Clyde13 are you new to the service? I've only had mine about 2 months, and only tried watching CBS about 3 weeks ago. I got about 1 week and then errors.

New Member

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8 Messages

@udanwudeligv11

I check the ip address yesterday and it said location was Kentucky.

Settings on CBS show gps coordinates exactly at our house.

Both are not out of the country. So bizarre.

New Member

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8 Messages

@udanwudeligv11 Yes, new to the service. About six weeks. Your pattern sounds very similar to ours.

New Member

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31 Messages

@Clyde13 I'm on the phone with CS again...I'll let you know if I find the solution.

I read some where that it will work if you have Amazon Prime and then get CBS All Access too and go in through Amazon, but I just wanted to watch a few freebies.

New Member

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31 Messages

I'm guessing that since we're both new, ATT finally realized we were looking at CBS through the internet and cut it off. There's a history of these two companies screwing over the customers because they can't negotiate a contract together. That was in July 2019.

What I'm getting right now is that ATT wants customers to access everything through their DirectTV, which they own, which is a dying dinosaur. Everyone wants you to use apps or other companies so you pay more money, but I'm not paying for DirectTV.

It's a website, and If I go to CBS.com there should be the ability to watch free shows, and either ATT or CBS is blocking that. Dang this is ridiculous. But not surprising since Net Neutrality died.

New Member

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31 Messages

@Clyde13 Did you by any chance just get a cell tower in your area for beefing up the Fire services? That's why we got one close to us. We're about 1/2 hour from I-5. Very rural.

New Member

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8 Messages

@udanwudeligv11 I'm accessing CBS through DirecTV and using apps on AppleTV all of which doesn't work, so it's not just the website.

Not sure if we got a new tower recently. When they were installing, the tech said he was getting the signal from a tower 40 miles away.

New Member

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31 Messages

Well after a really LONG time on the phone, going from an ATT person to an ATT Fixed Cellular Internet person, who checked with her speicalists and then sent me to her supirior Victor, I'm told it's a known issue that they're working on. He said I'm not the only one who's reported this, and he took down all the details and said they will get back to me in 24-48 hours...

So I guess anyone else who has the same problem should call the ATT FIXED WIRELESS customer service number (that saves you a step) at

(Phone number hidden) and let them know you are also reporting a known issue.

(edited)

New Member

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8 Messages

@udanwudeligv11 Good update. Thanks! Yeah, whenever you call, tell them immediately it's about fixed wireless. I learned that the hard way too. lol

I have a case reference number from reporting this to them a couple days ago, I am also waiting for them to get back to me. Good to know they acknowledged awareness of it and are working on it.

Brand User
ATTHelp

Administrator

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113.7K Messages

Hello, @udanwudeligv11.

 

We are glad to see that you got assistance from our counterparts.

 

If you have any additional concerns, please feel free to reach out to us.


Thank you for choosing AT&T!

 


Marc, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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31 Messages

I hope they're actually working on it...In July they just cut CBS off for DirectTV customers. I guess DirectTV is still good if you watch a LOT of TV but I don't, so make due with buying things online from iTunes, and Amazon... I rotate monthly on things like Netflix, but previously (on Satellite internet) I didn't have the bandwidth. I even tried a free trial of CBS All Access but it didn't work. Why ATT didn't do away with DirectTV I don't know-except there are still people paying for it. It seems most things (except local and sports) are available through the web. But what a nightmare trying to untangle it.

I hope they get back to us and fix it, but I'm not holding my breath.

New Member

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31 Messages

Just updating-got a call from a tech today saying he wanted me to see if the problem was resolved (I checked last night and this morning and no, it's not). He said this seems to be an unusual and rare problem...

@Clyde13 are you still not getting CBS? Have you heard back from your tech?

I find it hard to believe it's only 2 people in like a 150 mile radius.

Not holding my breath. Also not marking that this has been resolved because it hasn't.

New Member

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31 Messages

Well I tried it yesterday and it worked!

I did not recieve a call from anyone telling me it's fixed, but for now it seems fixed.

New Member

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8 Messages

Mine started working too. First we could watch one episode of something, then we were in a different country and couldnt watch anything. Then it slowly connected consistently.

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