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srudenko
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Mentor

 • 

46 Messages

Thu, May 6, 2021 9:12 PM

HBO Max app stopped working on Google Fi with their VPN turned on

I have Google Fi as my cellular carrier and 3 devices.

For those not familiar with Google Fi - they include a "Protect your online activity" option within their settings. That enables the Fi VPN.  I had it turned on all devices and HBO Max used to work just fine.

Today I noticed that it no longer works. It says "Not In Service Area. HBO Max is accessible only in the U.S., etc..."

I am in the U.S.

If I turn off the Google Fi VPN option then HBO Max starts working.

So first I contacted Google. Beyond device support it was impossible to escalate the issue with them to the department that handles their VPN. They just kept saying to contact HBO Max support. HBO Max support just says disable the VPN.

That's not really a solution. VPN is not some bad thing especially when you are not actually trying to spoof your location, etc.

Has anyone else noticed this issue?

ATTHelp

Community Support

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196.1K Messages

1年前

Hi @srudenko,

 

thank you for reaching out. We'd love to provide useful info about your HBO Max and VPN connection inquiry.

 

From your description, it seems there has been a change in the functionality of your VPN making the location portal in your internet inaccessible for the HBO Max application.

 

We agree with the recommendation by HBO Max support to either check the settings of your VPN to allow location tracking or disable it altogether whenever you want to use the app.

 

We hope this helps and please reach back if you need further assistance,.

 

Doyin, AT&T Community Specialist.

srudenko

Mentor

 • 

46 Messages

1年前

Hi @ATTHelp 

I have contacted Google and also asked on their community forums. From their end they are saying that the Fi VPN is working properly and doesn't have any issues. In fact another person with the same service was able to use HBO Max app while having Google Fi VPN turned on.

So at this point the thought is that HBO Max must be blocking the VPN IP or has it blacklisted. That is something that has to be checked from whatever team handles that aspect on ATT/HBO side. However, checking the IP provided to my devices by Google Fi when their protection feature is turned on shows the location as Austin, TX - so that is definitely in the U.S.

(edited)

ATTHelp

Community Support

 • 

196.1K Messages

1年前

We're here to help,  @srudenko 

We just have a couple questions so we can further assist you. 

  1. Where are you located physically? 
  2. What information is on your billing? (city and state) 
  3. What does your geoip show? You may check this by doing an online search. 

We'll be awaiting your answer. 

Deandra, AT&T Community Specialist 

srudenko

Mentor

 • 

46 Messages

1年前

@ATTHelp 

1. Pearland, TX

2. Pearland, TX

3. GeoIP through Google Fi VPN = Dallas, TX

ATTHelp

Community Support

 • 

196.1K Messages

1年前

Hey @srudenko, we understand that you're still having trouble with your HBO Max connection.

 

When it comes to the VPN connection, It could be making a offshore connection that's stopping you from being connected.

 

This could be related to geographic restrictions, so that data bypasses or disconnects your VPN connection. Most streaming apps are not compatible with VPN connections.

 

  • Have you checked the DNS that your VPN is using?

 

Please let us know if that helps explain what could be happening here.

 

Charles, AT&T Community Specialist

srudenko

Mentor

 • 

46 Messages

1年前

@ATTHelp 

DNS assigned when Google Fi VPN is enabled is 8.8.8.8

That appears to be Google Public DNS service:

https://developers.google.com/speed/public-dns

So this is not a stand-alone VPN application. Its part of Google Fi service to enhance security and reliability. There are no options to spoof locations or change routing from user side.

ATTHelp

Community Support

 • 

196.1K Messages

1年前

Hey @srudenko.

 

We would suggest that you turn off VPN when trying to stream. There is something that could be routing out the us then bouncing back being that google pubic DNS is world wide. That could be why you're having trouble with HBO Max when connected to VPN.

 

There is no way we can change the VPN connection routes. This is problem with the VPN routing.

 

Please let us know if that helps.

 

Charles, AT&T Community Specialist

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