Forum Discussion

Romonium's avatar
Romonium
Channel Surfer
2 months ago

Pluto and Philo Not Connecting due to Region

Both Pluto and Philo  worked fine for me for years using a roku box to connect to my TV. Within the last few days both Pluto and Philo will no longer connect. I get a message saying they are not available in my region. It appears that the roku box thinks it is located outside of the US even though it is not. Other channels like Tubi still work fine, so it is definitely some sort of location issue with the Roku box that affects Pluto and Philo. I have tried factory reset of the roku box and the router with no improvement. I am not using a VPN.

app availability

17 Replies

  • Romonium's avatar
    Romonium
    Channel Surfer
    2 months ago

    Model  3920RW - Roku Premier

    S/N  YH007H175429

    Device ID  JF2187175429

    SW Ver  14.6.4 build 9915-91

    GC Ver  14.3.9

    Issue Tracker ID  29-352-478

     

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 months ago

      Hey there, Romonium​!

      We have passed along your information to the team for further investigation.

      Let us know if you need anything else.

      Roku Community Team

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 months ago

      Hi Romonium​,

      Our team is currently investigating the problem that you had.

      We’ll update this thread as soon as we have more info.

      Roku Community Team

  • NN25's avatar
    NN25
    Reel Rookie
    2 months ago

    I am having the same issue with Philo and paramount. I’ve tried everything. Paramount started on Friday and Philo on Monday. This needs to be fixed. These are the only two apps I watch. 

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 months ago

      Welcome, NN25​!

      It seems that you're having issues with the Philo and Paramount+ apps. We want to investigate this problem a little deeper. 

      What troubleshooting steps have you tried? Do you have cellular data to connect your device to your hotspot and see if that resolves the issue?

      Looking forward to your response.

      Thanks,
      Roku Community Team

      • NN25's avatar
        NN25
        Reel Rookie
        2 months ago

        Good afternoon, 

        I have tried resetting the network connection by unplugging it for several minutes, I’ve restarted Roku by unplugging for several minutes and by restarting in settings. I’ve checked to make sure all updates were up to date. I do not think I have hotspot capability but can see later this evening. 

  • RokuGuy75's avatar
    RokuGuy75
    Reel Rookie
    2 months ago

    Having the same issue on my Roku and app for Philo. Says I am not located in the US and cannot stream. I turn off my wifi and connect to cell service and have no issueS. I contacted Philo and they are supposedly looking into it, but said to contact the cable company. I contacted the cable company and they tell me to contact Philo cause it’s not them. Then they mention that Philo knows about it and should have a fix by Friday. 

    • RokuSuzette's avatar
      RokuSuzette
      Community Moderator
      2 months ago

      Hey, RokuGuy75​ 

      You mentioned having issues with your Philo app. Thanks for trying another network. Are you still facing the same problem? If so, please provide the details so we can pass them on to the right team for further investigation. 

      • Roku device model, serial number, device ID, and OS version (found in Settings > System > About)
      • Tracker ID and GC version (press Home button 5 times, then Back button 5 times when the issue occurs)
      • App build version (select the app on the Home screen and press the * button)
      • A photo of the error message would be helpful.


      Looking forward to your response!

      Roku Community Team 

      • RokuGuy75's avatar
        RokuGuy75
        Reel Rookie
        2 months ago

        Hello,

        Just got this response back from Philo today. Apparently there is an issue and they are working on it. Hope to have this working soon. Thanks!

        Hi there,

        My name is Raven from Philo’s Tier 2 Escalation Team. I hope you are having an awesome day!

        I’m reaching out to you regarding the issue that you have reported wherein a message “Philo is Only Available in the US” is showing on the Philo app even though you are in the US. We are actively working with your ISP provider and this issue appears to be isolated to customers whose internet service provider is PenTeleData. What’s happening is that some PenTeleData IP addresses are being misidentified as outside the U.S., which triggers our geo-location protection.


        Our team is actively working with our partners on top of our priorities to get this resolved. In the meantime, here are a couple of things you can try:

        • If available, switch to a different network connection.
        • If you have mobile data, try using a mobile hotspot temporarily.

        We know that’s not ideal and we truly appreciate your patience and understanding as we work with everyone to resolve this.

        We’ll definitely send a separate follow up email as soon as we have a fix rolled out so that you can continue to enjoy our service.


        Thanks,

        Raven

        Tier 2 | Philo Support

  • Romonium's avatar
    Romonium
    Channel Surfer
    2 months ago

    UPDATE: I received a response from Philo. My issue is apparently related to service provider PennTeleData and is not related to Roku. I would like to thank the Roku staff for attempting to solve my problem and I believe we can close this ticket. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      2 months ago

      Thanks for the follow-up! Romonium​ 

      Happy to help! If you ever need support with anything, please don't hesitate to reach out.

      Roku Community Team

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 months ago

    Greetings, Romonium​!

    We understand you're having trouble with the Pluto and Philo apps. Did you recently make any changes to your network or network provider?

    Looking forward to your response.

    Roku Community Team

    • Romonium's avatar
      Romonium
      Channel Surfer
      2 months ago

      No changes were made. Both apps work fine when I access them from other devices. It is only the roku box that is blocking them.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 months ago

        Thanks for the follow-up, Romonium​!

        To investigate this problem further, please provide the information below.

        • Roku device model, serial number, device ID, and OS version (found in Settings > System > About)
        • Tracker ID (press Home button 5 times, then Back button 5 times when the issue occurs)
        • App build version (select the app on the Home screen and press the * button)

        • Could you also send a pic of the error message you’re seeing?

        Looking forward to your response.

        Thanks,
        Roku Community Team