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AndyFin
Advocate

Now Tv with work VPN on Router

Hi. I have been supplied a drateck router with VPN installed from my work so I can access my pc at home whilst working away. Standard setup these days I'm guessing with home working. After installing I've noticed that now tv (and all4 actualy) no longer works on my now and roku sticks.

I've tried support chat and email multiple times and got nowhere. Other than multiple resets and checking connection which is always fine.

Does anyone know if the presence of a VPN for work use could be the cause of this and of so how I could solve this?

Mentioned the work vpn to support and they just didn't respond.

22 Replies
gavs82008
Legend 5
Legend 5

@AndyFin 

Not sure if this will be of help.

https://help.nowtv.com/article/cant-access-vpn

Otherwise best to call the broadband team using the number from the below link.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

FYI that I do not work for NOW, just a NOW customer trying to help
AndyFin
Advocate

Hi gavs82008.

I dont have now broadband its BT broadband and its just Now TV app that's not working. Interestingly I can watch the app on my mobile devices connected to the same router but not the sticks.

gavs82008
Legend 5
Legend 5

@AndyFin 

Ah right I got you!

Yeah NOW are like Netflix with VPNs. In my experience a few do work but can be a bit of a pain. That being said, the second you take off the VPN it’s almost a guarantee that NOW will work.

FYI that I do not work for NOW, just a NOW customer trying to help
AndyFin
Advocate

I wouldn't mind if I was using the vpn to try and watch geo restricted content but it's for work and all servers and IP's are uk. I've tried to see if I could just disable the vpn to see what happens but only option on my router is to delete it. Think that may pass off my IT a little.
redchiz1
Elite 2

Try talking to work: tell them thanks very much for the secure router, but you can't use your own stuff on it. Unless it's a work connection also and they are paying for your broadband, in which case you might be scuppered. 

chilli2
Expert 2

Does the Work router plug into the BT one, or does it replace the BT one altogether?

 

Are you on a business account with BT, or a home - ie home ( not for work) connection?

 

Do you have BT Digital voice?

AndyFin
Advocate

Hi Chilli2

The router replaced the BT one all together. Initially set up with hub in bridge to the router but couldn't get the VPN to work properly.

The account is a home account. I did look at changing to business to get a static IP (they don't do static on a home account) but looking to switch to fibre in a month or two so didn't want to tie into a new contract.

we don't have digital Voice.

redchiz1
Elite 2

In which case I would definitely take it up with work. It is reasonable of them to ask you to use their equipment in order to maintain a secure VPN connection. It is not reasonable for that to then prevent you from accessing other broadband services for which you are paying. 

AndyFin
Advocate

Hi. unfortunately the VPN is entirely for my benefit as it allows me to work from home or client office on occasion. without i will need to work from Office/Client office. My IT are looking into it but cant fathom out what the problem is as the VPN is set purely to connect a single device (my laptop). Now's technical team are now not even responding to my emails so cant even find out what setting may be causing the issue.

redchiz1
Elite 2

That's a very generous way of looking at it! If it is not the VPN connection which is interfering with your NOW and All4 services then I have no idea what else it could be. Have you tested on devices on other than your sticks e.g. mobile, or tablet? 

AndyFin
Advocate

The Now site and App work on our smartphones when connected to the same WIFI/Router but not the sticks. Now works on both sticks if I connect them to my mobile hotspot (using mobile data). all other apps that are geo restricted (Netflix, Disney+ etc) work fine through the sticks however I connect them.

Also just discovered (following restart of everything after IT have tinkered with settings to no avail). If I connect the stick to my phone on mobile data then Now will launch. I can then switch my phone to WIFI and disable mobile data, so acting as a bridge between the WIFI and stick and now will work fine. I'm Guessing that its in the initial launch that the issue is but not had chance to test if and how long it will stay connected.

not a routine I want to follow every time i want to watch something but at least a work around until i can find an answer.

redchiz1
Elite 2

OK, have you tried resetting the sticks? Or uninstall and reinstall the app on both and sign in anew?

AndyFin
Advocate

yep, full factory reset 3 times on each, the latest being after IT had tinkered with the Router settings.

chilli2
Expert 2

Is your switching to full fibre/ fttp then with BT you may have to use the BT hub in order to have a landline.

 I would unplug the work issued router, and use your own, or the supplied BT kit ,as the work supplied router is preventing you from using your own connection, and then leave it to your works it department to find a solution to what is their problem, and not yours.

AndyFin
Advocate

the fibre switch will be to a different provider hence I don't want to sign a new contract with BT. the landline isn't even plugged in so not an issue.

as far as ditching the VPN goes, as I replied to Redchiz1, the vpn is foe my benefit as it allows me to work from home. 

redchiz1
Elite 2

If NOW TV works on a mobile app connected to the same router I am scratching my head now. Is the wireless SSID showing up when you try to connect the sticks?

AndyFin
Advocate

it has everyone scratching there heads. yes SSID shows up sticks connect fine as the other apps work. I've tried setting up new SSID's on different channels and everything works but the Now App on the stick

schnapps
Legend 5
Legend 5

Hi @AndyFin 

When attempting to watch either NOW content or content through the All 4 App on your Stick is there any error message or code ?

Bit of a long shot but adblocking software on certain Routers can affect watching NOW on the Stick and is also been reported on certain software using All4.

If you do a search on the Community forum there is a couple of threads (especially if you are seeing the message NOW is currently unavailable).

To overcome this you need to whitelist a certain file (hopefully the search on the Community will give you what files need to be white listed).

Might be worth investigating just in case it's adblocking software on the Router being the culprit, rather than a VPN issue.

Devices that I have noticed comes a cropper with Adblocking software is NOW content on NOW branded and Roku devices plus Apple TV streaming boxes.

redchiz1
Elite 2

Good shout @schnapps, do you know if it is possible to set manual DNS settings on the sticks?

@AndyFin what DNS settings is your router using?

schnapps
Legend 5
Legend 5

Hi @redchiz1 

Just thought I would throw Adblocking software on the Router into the mix, which usually comes up (not always mind) if you see a message something along the lines of "NOW is currently unavailable" .

From what I read on the internet All4 is also sensitive to certain Adblocking software where it's content will not play and just hangs there (not sure there is any error code or message with All4 if blocked).

Not being an IT guy I don't know if this has any bearing or not or it has already been looked into and isolated by @AndyFin .

With regards to manual DNS on the NOW branded devices or Roku devices, unfortunately doesn't offer this feature on it's hardware.

Sorry I can't offer an more input, because my IT skills are zero and every Router I have ever used was simply pug & play using the supplied Router from whatever ISP I am using at the time.