Fibe TV Error 1009m/u1400 on desktop

[AllanC]

When I try to access Bell Fibe TV on my desktop, I get the error message shown below.

Phone help was useless. The same error occurs with Firefox, Chrome, and Edge, so it's not browser related. All other devices are off, so nothing else is accessing Bell Five TV.

Any ideas???

[BellPatricia]

Hi there @AllanC. Thanks for your post, and welcome to the Bell Community.
Is this happening when you try to log in to the Bell Fibe TV website, when you access the TV Guide or when trying to play a video?
Have you been able to replicate this issue on any other device?
We recommend that you clear cookies and caches as well please reboot your equipment and ensure browsers are up to date.
Let the Community know if this issue persists.
- Patricia

[AllanC]

This happens on my desktop when I log in to the Bell Fibe TV website, go to the guide, then try to watch a program. I just tried my laptop, using Firefox, and I was able to watch several channels, and my desktop still gave the same error message. Both devices run the same version of Windows 10, have the same version of Firefox, and are connected to the same network.

It would be helpful perhaps if someone knew what the error message meant.

I just tried something on my desktop and I may have solved the problem myself! I use a VPN on my desktop, and when I disconnected it, I was able to access channels on the desktop. As soon as I reconnected the VPN, I no longer had access. That of course raises the question of why it should matter if I am connected using a VPN. Is there an explanation for that?

Thanks

[AlexS]

Broadcasting rights. Same thing with the streaming services.
You might be ok if you connected a Canadian VPN.

[AllanC]

Thanks for the reply, but I am connected to a Toronto server. I also tried Montreal and Vancouver servers with the same result. It seems that Bell Fibe does not like any VPN!

[AlexS]

Nevertheless, you should always prioritize TV. If you look into the settings, the streaming quality is higher on TV than any other devices

[AllanC]

I'm not sure what you mean by "prioritize TV". I almost always watch Bell Fibe on my TV, but there are occasions when I am on my computer and it is more convenient to watch on that device. Besides, my issue is not about quality, it is about not being able to watch on the computer using a VPN.

[ZaneP · Accepted solution]

Bell is VPN-neutral for internet connections, except for intellectual property rights such as tv programming.

Licensing arrangements are territory-based, so if Bell's IP geolocation detects a non-Canadian originating IP (like from a VPN) it will block it.

[AllanC]

As I mentioned earlier, I have tried on three different Canadian servers with no luck. The actual VPN company may not be based in Canada, but I don't see why that should matter, since the servers I listed are in Canada.

But what you said in your first sentence may be the reason, although no one from Bell support seems to be able to answer this.

[ZaneP]

I enabled VPN with a connection to a Canadian server (I tested Montreal, Toronto, Vancouver). No problem with logging into Bell Fibe TV, from an ethernet-connected laptop. Same successful login without VPN enabled.

You should call Bell again and get help on the specific error displayed: 1009m/u1400. Support should have a list of error codes.

[AllanC]

That is interesting to say the least! When I used the same three cities, I could not connect to Fibe TV. By disconnecting from the VPN, I was able to connect, but as soon as I reconnected to the VPN, the program I was watching froze.

When I called Bell I gave them the error code I received, but the agent could do nothing to help. He said he would escalate the problem to a higher level, but that was two weeks ago and I have heard nothing.

I just tried using my laptop instead of my desktop and I get the same error message when I connect using my VPN. I can't imagine that the specific VPN client would matter - I use CyberGhost.

[ZaneP]

I use a VPN client with WireGuard protocol. What are using with CyberGhost?

I assume that both of your computers are running the same VPN and aren't having trouble connecting to other servers. If the vpn connection to Bell's tv is problematic on both your desktop and laptop, something is messed up, and it could be in the negotiation between the vpn client and the Bell server.

You might want to expand getting replies to your issue. So post it on Reddit r/Bell.

[AlexS]

Yeah that’s what I meant. Try use big TV first no matter it’s by dvr or other boxes.

Looks like the VPN company’s Canadian servers are on the list. Those VPNs are mainly for people who wanna use US streaming services with a collection of US library. Cyberghost claimed they had 38M users last year while Bell only has 2.74M tv subscribers. It’s logical that they don’t update other servers as often.

But if you still prefer not to disconnect VPNs that are on Bell’s list and cannot find a worry-free replacement, watching on other devices becomes a burden combining other issues. The pic quality is just one of the disadvantages. Bell Streamer just added 4K option in the settings. 7.2 GB/h vs 2.1 GB/h, lol. It’s even worse on a desktop than a lap one, considering it’s still 2.1G/h max, although in some cases both of them have higher resolution than a 1080P tv.
Speaking of “convenience” of the browser version, the space button will be disabled if we ever use the keyboard to FF or rewind, and also the CC without any option for customizations. These things have been staying the same for more than 1 YEAR. The CC is exactly the same as it was in Nov. 2020. If customers don’t notice, Bell would rather spend money on something else than quality.

Adding these, do we really wanna spend time on switching VPN companies and add a monthly price roughly the same as one of the streaming services? $12.99/mo is in US dollars, right?

[AllanC]

Thanks for the reply. I'm not too concerned about quality when watching on my desktop or laptop. That happens rarely, but it is sometimes convenient. 99%+ of our viewing is done on our TV.

I contacted CyberGhost support and their response is that they do not yet support Bell.ca streaming services, and they have no idea if or when they will. I have no plan to switch to another VPN in the meantime.

[JM1]

I am also having issues with this...it says my current browser will not do the trick....I already have google chrome....will try again and then contact customer service if issue continues.