As a systems administrator of 21 years, 7 of which has been spent working in the film industry for two Academy award-winning companies (one winning an Academy science-tech award for their contribution to the VFX and post-production community), I can tell you that there is nothing worse dealing with a Big Content company such as Netflix and telling them they’re plain wrong about something, only to be brushed away like a pesky fly.
The bother surrounds Netflix’s download function on iOS devices. At the moment I’m downloading TV shows like Star Trek Voyager and Star Trek Deep Space Nine to watch while I’m commuting to work. I’ll do this on my home internet connection via Sky Broadband if I remember, otherwise, if I have good 4GEE Max connectivity on my phone connection, I’ll use that.
As people have been using VPNs to circumvent geoblocking and accessing content that hasn’t been licensed to a particular country or region, Netflix has been coming down hard on IP connections that do not match the country in which the account is in. However, this is a lot more complicated in practice because of the complete lack of IPv4 addresses (with many blocks being re-allocated from different countries) and things like the ARIN/RIPE databases not being up to date, or any other geolocation database from any third parties not being particularly inaccurate. There are many other considerations to take into account too.
Recently, while attempting to download an episode of Star Trek Deep Space Nine on the Netflix iOS app on my iPhone X, one episode downloaded. The next failed. And the following episode also failed to download. I was at Woking station at the time, waiting for the train, and had good 4G connectivity. I should mention I also have a highly generous bandwidth allowance from EE too. Upon looking up an error code (what is it with error codes – please make errors more meaningful!) it apparently meant that I was using a VPN or proxy and should disable it.
I’m not. No VPN connection. A proxy? Only if EE is transparently routing me through some form of web proxy. But that doesn’t explain how previous downloads have all worked perfectly well when connected to the EE 4GEE Max network.
Now, if EE is doing some form of proxying to cache/reduce the load on their network, the IP address blocks which they use should show that it is coming from the UK. Every EE block I’ve looked at is designated GB as the country of origin. But Netflix wasn’t having any of it. Looking at the IP I had been allocated through several iOS apps and mobile Google Chrome (just use the query, “What’s my IP?”) and using a Mac terminal to WHOIS the IP, it’s in the UK. So I went online to chat with a Netflix representative..
|Hi there, thanks for reaching us today. I see that you are experiencing error code 10013 Click Here in this case you would need to disable any vpn connection|
|I’m not using any kind of VPN or peering software. I’m directly connected to my phone provider’s 4G network.|
|Netflix systems are misidentifying the IP address. At the moment, it is 188.8.131.52 according to Googling “what’s my IP?” in Chrome mobile browser.|
|route: 184.108.40.206/20descr: EE routeorigin: AS12576mnt-by: AS12576-mntcreated: 2012-12-07T14:43:16Zlast-modified: 2015-04-27T10:21:30Zsource: RIPE|
|Can you please check the ip address you have by following the steps on this article Click Here ?|
|But I’ve already done that as evidenced by the the above – full output from WHOIS: inetnum: (snipped for brevity – the key point is country: GB|
|If you are getting that error message, it’s because we have identified a different ip address and we are unable to know what is your physicall address, that’s why the service was stopped. Now, to recover the access you would need to get in contact with your ISP to request an IP address that matches the country in which you’re located.|
|How about putting some diagnostics into the Netflix iOS apps that can display this info as well as report back that info to you guys, because all I can do is repeat the IP address and IP block that I’ve given you based on information obtained from Google in a mobile Chrome session.|
|What happens Martyn is that our service is not designed to work with VPNs or proxy connections. You may have trouble using our service when connected to one, and since this is the case, you would need to disable them and we cannot do it on our end. That’s why we recommend you to get in contact with your ISP so they can assist you better provinding you the reason why this is happening and the right resolution to go back to streaming|
|The responsibility for me to prove where I am should not be mine. Having worked as a systems administrator in the film industry (2 academy award winning VFX companies) managing networks, I find this sort of thing extremely frustrating.|
|Just as a matter of interest, what are your systems reporting back as the IP I’m connecting from. If I have to speak to EE about this, I need some evidence from your side.|
|Sorry about that Martyn, this has to be done with the ISP, they are the proper team that can fixed this inconvenience on your end.|
|This error code Click Here provide us the steps to work on, and it recommends to contact the ISP|
I don’t believe it should be up to the Netflix subscriber to contact their ISP. It should absolutely 100% be on Netflix to take the report given to it by the subscriber and work with the ISP concerned to determine how they’re connecting to the Netflix network. In order to do this, Netflix should be building diagnostics into their applications so that everybody can see the IP address and network that’s connecting to the Netflix network. I can only provide the IP address I see to EE (who have reached out, which is kind, but I don’t believe they need to act on my behalf – it should Netflix who should be doing so).
What did Netflix actually see when I attempted to download those episodes? Given that I work with multiple third-party network providers (Akamai, Limelight and CloudFlare to name but a few) in which a customer’s real IP is carried through a number of proxies, we can still determine with reasonable accuracy where they’re coming from. It’s important for us because we need to allow/deny to various internal systems based on the real IP. Granted, that IP is likely to be static, and granted, we know in advance where they’re connecting from regardless of whether or not that is a VPN endpoint. I appreciate this is rather more complicated in Netflix’s situation.
We are in this mess because of Big Content and people trying to circumvent restrictions. Hollywood is still a massive headache for everybody (and belive me, as a former film/TV sysadmin, Hollywood. Piracy is still a massive headache for everybody. Rights are still a massive headache for everybody. But please, don’t make it any harder on the consumer/subscriber than it is necessary to do so, else people will simply go elsewhere. I’m finding that I’m buying more content from iTunes than I am consuming from Netflix and Amazon because Apple makes it easier for me to watch their content. We just need Apple to offer TV shows in UltraHD/4K where available and offer iTunes Extras for TV shows and we’re good. As for the Apple TV streaming service, let’s hope it works as well as iTunes film/TV.
When streaming services and more ISPs support IPv6 – now that’s going to be FUN! Though, in theory, it should help things along a bit. Providing everybody keeps their IP allocation entries up to date with the relevant Internet authorities.
At the moment I’m still deciding whether to keep my Netflix subscription or not based on that exchange. I hate being made to jump through hoops to get something working because of something that isn’t my fault. I have contracts with both Netflix and EE, but the responsibility for me being allowed to watch those shows should be on Netflix. If the cell/ISP throttles or restricts video streaming, why shouldn’t I be allowed to use a VPN to access it (providing endpoint is the same country as my account)? Mind you, if that were the case, I wouldn’t be using that kind of ISP in the first place – have always avoided those sorts,