cancel
Showing results for 
Search instead for 
Did you mean: 
Anonymous User
Not applicable

Error 288

I have been trying to resolve this issue for over a month with NOW TV support but its going no where fast.

I have the NOW TV black box.  My fixed line broadband is not the most reliable living in a remote location however I have been able to use the NOW TV black box to watch my paid subscriptions on it.  Due to the remoteness of where I live I have had WISP broadband installed under the BDUK scheme.  When I change the network settings over on the NOW TV black box to the WISP broadband everything works fine, EXCEPT the NOW TV app.  It continually tells me when I try to watch content that it is experiencing difficulties logging me in.  If I change the settings back to the fixed line broadband it works.

If I try using either broadband with my Firestick then all of Amzon Prime video and the apps work faultlessly.  My only issue is that the NOW TV app refuses to work over the WISP connection.

I have checked the IP provided by the WISP broadband provider and it shows as being located to their business address here in the UK.

I have come to the NOW TV pages to login using both connections. Over fixed line I can see the login panel.  If I try the WISP connection I get either an error message or the login panel is not available. The error message is ID 288 which from searching on Google indicates that NOW TV/Sky think I am not in the UK/accessing over VPN.  This is not the case. I am in sitting in my house up here in lovelly Orkney.

Can someone at NOW TV fix this please as my fixed line broadband is due to be disconnected soon!!

 

 

14 Replies
Tony-D
NOW Team Member
NOW Team Member

Re: Error 288


@Anonymous User wrote:

I have been trying to resolve this issue for over a month with NOW TV support but its going no where fast.

I have the NOW TV black box.  My fixed line broadband is not the most reliable living in a remote location however I have been able to use the NOW TV black box to watch my paid subscriptions on it.  Due to the remoteness of where I live I have had WISP broadband installed under the BDUK scheme.  When I change the network settings over on the NOW TV black box to the WISP broadband everything works fine, EXCEPT the NOW TV app.  It continually tells me when I try to watch content that it is experiencing difficulties logging me in.  If I change the settings back to the fixed line broadband it works.

If I try using either broadband with my Firestick then all of Amzon Prime video and the apps work faultlessly.  My only issue is that the NOW TV app refuses to work over the WISP connection.

I have checked the IP provided by the WISP broadband provider and it shows as being located to their business address here in the UK.

I have come to the NOW TV pages to login using both connections. Over fixed line I can see the login panel.  If I try the WISP connection I get either an error message or the login panel is not available. The error message is ID 288 which from searching on Google indicates that NOW TV/Sky think I am not in the UK/accessing over VPN.  This is not the case. I am in sitting in my house up here in lovelly Orkney.

Can someone at NOW TV fix this please as my fixed line broadband is due to be disconnected soon!!

 

 


Never heard of this issue to be honest @Anonymous User I'm trying to think as to why NOW TV would assume you are outside the UK. Given the error code you have received and the experiences i have came across on the forum it would seem likely that it is a location issue. However, I do know that some WISP's operate within there own Virtual Private Newtork though, which may not directly link to what location they are in but instead link to the set up they are using. NOW TV could be detecting that it is a VPN and not care about the location of it. Our devs probably implemented a VPN check and not a location check, as to say no use of a VPN will work with our Product.

0 Thanks
Reply
Anonymous User
Not applicable

Re: Error 288

Hi @Tony-D

The IP shown on the WISP router when checked online indicates the WISP provider is located here in Orkney where I am based.

Ok, my hubby works in IT as a software and integration specialist and has read the reply.  Does NOW TV infrastructure not have the ability to whitelist IP's in situations where it is confirmed that the IP is UK located and in order, as in the case you describe with WISP providers?  If not then NOW TV will be excluding those people who have no option but to use WISP or other similar technologies to attain a decent internet connection in line with the current UK Government policy/BDUK scheme?  Also the fact that visiting the SKY and NOW TV websites using WISP throws the same issue seems to infer that firewalls on their network are doing the blocking/throwing the error.

Maybe its time the developers revisited the app and resolved issues such as this as it is only the NOW TV app that refueses to work. Everything else on the NOW TV box works, as well as what is on Amazon FIRESTICK and the apps on our SMART TV.  

0 Thanks
Reply
Tony-D
NOW Team Member
NOW Team Member

Re: Error 288


@Anonymous User wrote:

Hi @Tony-D

The IP shown on the WISP router when checked online indicates the WISP provider is located here in Orkney where I am based.

Ok, my hubby works in IT as a software and integration specialist and has read the reply.  Does NOW TV infrastructure not have the ability to whitelist IP's in situations where it is confirmed that the IP is UK located and in order, as in the case you describe with WISP providers?  If not then NOW TV will be excluding those people who have no option but to use WISP or other similar technologies to attain a decent internet connection in line with the current UK Government policy/BDUK scheme?  Also the fact that visiting the SKY and NOW TV websites using WISP throws the same issue seems to infer that firewalls on their network are doing the blocking/throwing the error.

Maybe its time the developers revisited the app and resolved issues such as this as it is only the NOW TV app that refueses to work. Everything else on the NOW TV box works, as well as what is on Amazon FIRESTICK and the apps on our SMART TV.  


@Anonymous User Yeah i was just making assumptions on my part before i got any info off our Dev teams. Recently, (due to an influx in contacts) our own Firewall has blocked numerous IP's as part of a widespread sweep for unusual activity. We have updated the firewall rules and our dev team are currently in the process of unblocking the incorrect IP's. Once our dev team complete this task i will let you know and you should be able to log in again. If not, i'll contunue to work with you to get you up and running Rhonda ok?

 

Thanks

 

Tony D

0 Thanks
Reply
Anonymous User
Not applicable

Re: Error 288

@Tony-D

Sorry for taking sometime to get back to you. Been busy with personal stuff.

Thanks for the offer.  Ok done a bit of testing. Husband has Galaxy 8 with Sky Go app.  Connects to WISP broadband and is able to access app, watch and/or download content no problem.

Set NOW TV black box to use the WISP broadband.  When selecting the NOW TV app get the welcome to NOW TV screens and when trying to watch content get the unable to login error message, please contact support.  Come out of the NOW TV app, change setting to plusnet broadband via land line, go back into NOW TV app and it works.

My WISP provider is Cloudnet IT solutions.  The IP provided to my NOW TV when checked online comes back to this company, based in Orkney.  It does inidicate they are using a business network provider for I suppose their backbone however the NOW TV app refuses to work with it and like I say if I visit this site, or sky via the WISP broadband, no pages load and I get error 288.

Rhonda

0 Thanks
Reply
Anonymous User
Not applicable

Re: Error 288

And another month passes by with no help, replies or anything from support.....waste of time if you ask me!!!

0 Thanks
Reply
Paulg4
Advocate

Re: Error 288

I'm currently having the same issue I cannot login in when conected to virgin WiFi I get error 288 or unable to load login page. But when connect with my phones 4g its works I believe it is an ip issue. Currently I have done the online chat and still not sorted . I'm at a lost. 

0 Thanks
Reply
Tony-D
NOW Team Member
NOW Team Member

Re: Error 288


@Paulg4 wrote:

I'm currently having the same issue I cannot login in when conected to virgin WiFi I get error 288 or unable to load login page. But when connect with my phones 4g its works I believe it is an ip issue. Currently I have done the online chat and still not sorted . I'm at a lost. 


What steps have you taken so far @Paulg4

0 Thanks
Reply
Paulg4
Advocate

Re: Error 288

I have tried switch router off for 30 minutes or so. And been on with the now tv chat but not getting far.. Its not my Internet as all or apps eg Netflix bbi player are working OK its just the now tv app when connected to WiFi on my now tv stick or xbox or phone that it won't lellload sign in page or at times get the error 288 in research on virgin forums and now tv community I believe it is a ip adress issue. For whatever reason it has been blocked by now tv. 

0 Thanks
Reply
Tony-D
NOW Team Member
NOW Team Member

Re: Error 288


@Paulg4 wrote:

I have tried switch router off for 30 minutes or so. And been on with the now tv chat but not getting far.. Its not my Internet as all or apps eg Netflix bbi player are working OK its just the now tv app when connected to WiFi on my now tv stick or xbox or phone that it won't lellload sign in page or at times get the error 288 in research on virgin forums and now tv community I believe it is a ip adress issue. For whatever reason it has been blocked by now tv. 


This may be a relevant fix @Paulg4 

Step 1:Press these buttons quickly on your remote control:

Home x5
Fast Forward x1
Play x1
Rewind x1
Play x1
Fast Forward x1

 

Step 2:

This will take you to the Platform Secret Screen, where you can Disable Network Pings.
 

Step 3:

Press on your NOW TV remote until you reach the Connection Setup screen, and try connecting to your network again.

If the steps don't work, reset your Box, then try to connect to your wireless network again.
 

Following steps 1 and 2 above to disable network pings on your NOW TV Box will normally resolve any connection problems. But if you're still having trouble connecting, you can try enabling pings on your Virgin Media router.

To do this:

  1. First, re-enable pings on your NOW TV Box by following steps 1 and 2 above but selecting Enable Network Pings (instead of Disable).
  2. On your PC, laptop or Mac, open a new browser window and type 192.168.0.1 in the address bar.
  3. Enter the default login details (unless you've changed them): Username – admin, Password – changeme
  4. Go to the Advanced Settings link at the bottom of the page and under the Advanced sub-menu, select Ping.
  5. Make sure the tick box is checked for Respond to ICMP echo requests sent to WAN IP, then select Apply.
  6. Scan for your wireless network and try to connect your NOW TV Box as normal.
0 Thanks
Reply