Blackouts

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Moderator
Moderator
Posts: 824

Re: Blackouts

Hello @kramer80,

 

Thank you for your post and welcome to the Rogers Community Forums!

 

As a fellow Leafs fan, I know how disappointing it must be not being able to watch them play the Rogers NHL Live service due to regional blackout restrictions.

 

You can use the TV Authentication feature on Android and iOS mobile devices to sign into your Cable Subscription from your provider. If you are subscribed to the channels that own the broadcast rights you can view the games on your Mobile devices. Regrettably, all other devices are not eligible for TV Authentication and will experience blackout restrictions for in-market games.

 

If you are using an Android or iOS mobile device and are experiencing Blackout issues after TV Authentication we'll need to investigate this further. Feel free to send us a PM @CommunityHelps and we can get started on this for you. For more information on our Private Messaging system please Click Here.

 

RogersTony

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I've Been Here Awhile
Posts: 2

Re: Blackouts

I am having the same issues. I also can never get through to live chat for support. I live in Ottawa and every Leafs game has been blacked out. When vs Ottawa and Montreal I accept.. but not every other game.

I can only watch the Leafs on a device that has GPS (cellphone and tablet) but not on my PS4/Xbox1/PC/Roku tv/Firestick via Kodi.

This has gone on too long without a resolution. I have to resort to the free . streams online just to watch the game on a decent screen.

Please contact me so I can get a refund because until this geo location issue is solved, the service is not providing as advertised.
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I'm Here A Lot
Posts: 6

Re: Blackouts

I am no longer a Rogers customer, but when I had this same issue the only solution was for Rogers to send me a new modem that had an Ottawa geo IP, as my modem thought it was located in Toronto. Crazy but that solved the issue. Good luck.
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Moderator
Moderator
Posts: 429

Re: Blackouts

Hello @Uklamen,

 

Thanks for being a part of the Community and congrats on your first post! 

 

I agree that if you live in the Ottawa region, there should be no reason why all of the Leaf's games are blacked out for you on certain devices. That doesn't sound right and I wouldn't be very impressed myself. 😟

 

We'd like to take a closer look into this for you to see how we can help! When you have some time, please send us a private message to @CommunityHelps so we can assist you further. For more information on our Private Messaging system, please CLICK HERE.

 

Thanks so much!

 

RogersLaura

Resident Expert
Resident Expert
Posts: 6,608

Re: Blackouts

@RogersLaura, this appears to be an issue that arises every year.  It also begs the question of when the last time that an IP address-geolocation update was provided to the various Geolocation services, including the services that the NHL uses to stream their games.  Same applies to baseball and any other sports services that stream their games.   Last that I had heard, @RogersDave had provided an update maybe two years ago?  Don't remember the date.  @RogersDave has since left Rogers.  So, if no one has picked up this task, then it stands to reason that anyone attempting to watch a sporting event via modem connected device might be blacked out as the event's geolocation service believes that he or she lives in a local market area.  Notice @Uklamen's comment:

 

"I can only watch the Leafs on a device that has GPS (cellphone and tablet) but not on my PS4/Xbox1/PC/Roku tv/Firestick via Kodi"

 

So, that implies that via the cell phone path, its possible to watch a game, but, thru the modem, with an incorrect IP geolocation, @Uklamen is out of luck.  

 

So, personal opinion, first place to start is to look at the IP address - geolocation updates, as in, have they been done recently, or was the last update provided by @RogersDave?



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I've Been Here Awhile
Posts: 3

Re: Blackouts

Hey, everyone. I live in Ottawa and i have exactly this problem. I have called Rogers probably a dozen times and all I get is a run-around. Everyone professes to have never heard of the problem before. I have been shunted from one hopeless conversation to another. Ultimately I was given the phone number for NHL.com in Pennsylvania, where they were much more interested in actually helping, but could not resolve the issue. My signal comes from Teksavvy and thankfully their technicians dug in to the issue a bit and found this thread. Learning that there are other folks with the same problem is like finding survivors after a nuclear apocalypse. Anyway, that was just venting. One issue that I have and which i don't see mentioned here is that I can get the games on my tablet but I cannot Chromecast them to my TV. That seems weird to me, but I am not technically proficient so maybe it makes sense. Do you guys have this issue as well? I can also say that SOMETIMES I can get a Leafs game on my TV using NHL Live, but not always. I have kept a log of the games I could and could not watch on my TV and it would be interesting to know if others have had the same success, or if it's just random. Of course the main thing is to find a solution. I would be VERY interested in finding out how to get a modem from Rogers that will solve this problem, so if you can point me in the right direction it would be fantastic. Like others, I have been dealing with this problem for over a year.

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I've Been Here Awhile
Posts: 3

Re: Blackouts

Hey. I am very interested in learning how to convince Rogers to help me out with exactly the same problem. I live in Ottawa and want to watch Leafs games, and I have been going up the wall with these blackouts for all of last year and now again this year. I get my signal from Teksavvy, not Rogers, and although Teksavvy has been very helpful they haven't been able to resolve th eproblem themselves. They suggested that i go to Rogers and demand to be "whitelisted" (which as far as I know means that Rogers just bypasses the blackouts somehow). But if there is a piece of hardware that can fix this, how do I get it? Cheers!

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Moderator
Moderator
Posts: 429

Re: Blackouts

Hello @leafaninottawa,

 

Thanks for being a part of the Community and for posting your concerns! 👍

 

It's definitely nice to have so many options available when it comes to streaming! It makes it easier to watch your favourite teams!! I'm sorry to hear about the difficulties you've been experiencing when it comes to accessing certain games that shouldn't be blacked out for you, that's disappointing.

 

It is a bit odd that you can easily get the games on your tablet, but not always when streaming on your TV. Just to clarify, are these devices Android or Apple devices that you are using? Please see below for the device requirements when accessing Rogers NHL LIVE:

  • Apple smartphones and tablets (iPhone, iPad and iPod touch): Requires iOS 8.0 or later
  • Android smartphones and tablets: Requires Jelly Bean 4.2.2 or later

You mentioned that you have also had trouble casting from your tablet to your TV. Please note, Chromecast does require a supported iOS or Android phone or tablet to send the stream. 

 

With this being said, since you have your services with TekSavvy, we can't really troubleshoot your internet connection. However, if you can please send us a Private Message, we can certainly have a look into your NHL login credentials and profile to ensure everything is in order and then we can go from there. 

 

For more information on our Private Messaging system, please CLICK HERE.

 

Kind regards,

RogersLaura

 

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I've Been Around
Posts: 1

Re: Blackouts

Hi, I am having the same problem...did you ever get your situation resolved? I have not...I live in NB and I cant view leafs games..could last year but not this year..i was told to get a new modem and this didn't resolve the concern...my ip address is also indicating that I live in NB

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Moderator
Moderator
Posts: 1,036

Re: Blackouts

Good evening @SVENGALLEY,

 

Welcome to the Community and thank you for your post. 

 

I can imagine how disappointing the experience would've been for you. Please review RogersTony's post here so we can assist you further.

 

Looking forward to hearing from you.

 

 

 

 

RogersZia