Forum Discussion

Romonium's avatar
Romonium
Channel Surfer
16 days 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 avai...
app availability
RokuGuy75's avatar
RokuGuy75
Reel Rookie
14 days 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
14 days 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
    13 days 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