Rogers Xfinity Stream app - Location issue?

[Myre15]

I have already opened two support tickets for this issue and it has not been resolved yet. When trying to stream on any of my Apple devices (iPad, iPhones) with latest versions of IOS and streaming app. Whenever I try to stream LIVE Tv or recordings each device gets the error message “we’ve got a location issue. Unfortunately we can’t play this video in this country.” Even though I am at home in Ontario on my home WiFi. Have already updated all operating systems, uninstalled and reinstalled apps, checked location on IP address and still
Have no resolution. When we attempted to try it on cellular data we get the message that you need to be connected to Home WiFi to view. The tech support also unlinked and relinked the account I Believe. We are still experiencing the issue (after 2 weeks of contacts) and hope Rogers can get this resolved asap. What needs to be done to solve this issue?

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@Myre15 wrote:
I have already opened two support tickets for this issue and it has not been resolved yet. When trying to stream on any of my Apple devices (iPad, iPhones) with latest versions of IOS and streaming app. Whenever I try to stream LIVE Tv or recordings each device gets the error message “we’ve got a location issue. Unfortunately we can’t play this video in this country.”

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Do you have a VPN active?

[Myre15]

Not that I know… Would IClouds private relay be causing the issue on Apple devices?

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@Myre15 wrote:
Not that I know… Would IClouds private relay be causing the issue on Apple devices?

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I don't think so.  iCloud private relay can bypass parental controls while web browsing but, as far as I know, it does not affect the Xfinity Stream app.  First of all, it should only be used by Safari and Mail.  While its purpose is to hide your public IP address, depending on how you configure it, the exit relay will either have a relatively local IP address or one that is within the same country.

Just before I posted my last reply a few weeks ago, I enabled iCloud Public Relay on my iPhone and the Xfinity Stream app worked just fine.  (As far as I can tell, its traffic does not flow through the relay.)

On the other hand, having something like NordVPN active will impact all of your network connections.  At the very least, it will make it look like you are connecting from outside your home, using something other than a Rogers-owned IP address.  If configured to do so, it can also make it look like you are connecting from outside Canada, which will totally break Rogers Xfinity Stream.

[Myre15]

No VPN… any other ideas as to how to fix the issue? Thx.

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@Myre15 What do you see when you visit test sites such as:

https://test-ipv6.com

https://www.whatismyip.com

Does it list Rogers as your ISP?  

If you go to https://www.homedepot.ca/en/home.html , does it actually find a store close to you?

The various IP geolocation databases are a "best-effort" resource.  With a Rogers-owned IP address, it might place you in the wrong city but not out of the country.

[kidcarpenter]

Hi - I’m having this exact same issue. Did you figure out what was the problem? I have tickets open with Rogers support too and they still haven’t gotten back to me.

[Yvesrivet]

Same issue here in Ottawa

[RogersCorey]

Greetings folks!

If you have escalated a ticket for this issue and haven't received any updates lately, we'd be happy to take a closer look to see what is going on! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

If you have not yet had a ticket escalated and you're experiencing this issue, we also want to hear from you in PM! 

~RogersCorey

[Bugslife]

Problem solved, I have had the problem on IPad and iPhone, because I never had the need to use infinity on any device. Regardless the main reason is because the majority of us don’t like being tracked, that’s why we all have our geo location settings in off position !

Guess what , none of your devices will work because Rogers uses USA companies it needs to know if we are in Canada or US because of restricted content. You need to turn it on !

I shouldn’t be surprised with the poor tech knowledge of Rogers ! They probably think it’s all common knowledge or that everyone has that setting turned on. Make sure u log off and re-sign in after turning on location setting.

[Myre15]

When visiting the test sites on the WiFi , yes I do see Rogers as my IP service provider as well as a location that is in the general geographic location. When visiting Home Depot it allows me to see my local store when I allow location sharing. Thanks for you help with this. Location services in settings is set to while using for the Rogers Xfinity streaming app.