Fibe TV App - Not Available in this Country

[LauraSharpe]

Good day, 

I can get Bell Fibe Tv App on all my devices except Tv. Been on the phone twice w technical support.

I when I go and try to I stall it from Google Store it says that it is not available in this country…I am in Canada. I did originally setup a Samsung phone, I was in Belgium - I have created a new profile as suggested and address is in Canada. Current have an Amazon Stick, however do so need a Bell receiver. 

[quattro251]

Thanks for your assistance.  It is not a Starlink issue, geolocation tools show that my IPv4 and IPv6 are in Canada.  Other devices (including the FIBE app on my phone and PC) are ok.  Only the the Bell Streamer is affected.  For the time being I am using a VPN to access my content on the Bell Streamer.

[BellPatricia]

Hey @quattro251 

We would like to take a closer look so I have sent you a quick PM to get a bit more information.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia 

[Nico SC]

Morning everyone,

Is everyone still facing the same issue or has a solution been identified? I’m running into the same problem since I had to change my Starlink router and tried (I believe) everything… still getting the 1011 out of country message. 

Not sure what to do anymore as Bell told me that they cannot do anything to help me out.

Wondering if anyone found a miracle solution?

Thanks!

[BellPatricia]

Hey @Nico SC 

Thank you for reaching out to the Bell community. 

We can certainly review this further and I will reach out via PM soon. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia 

[RyanMQ]

Hi @BellPatricia 

So I have been running the Fibe TV app on my Fire TV and Google Streamer without issue at one property for past 5 years.  The internet is through TELUS, through the cable line.
I just moved these devices to a new property, same internet through TELUS, same modem, same everything just different property.  I am now getting the same error that the content is not available outside of Canada.  The move was about 20 minutes away, in Ontario still.

I tried clearing the cache, app data, uninstalled/reinstalled and even factory reset the Fire TV (I wish I didn't do that before I had checked the google streamer as that would have told me it wasn't the Fire TV that was an issue).

As with what other people have said, I loaded the Fibe TV app on my phone (while connected to the same Wi-Fi [the streamer and Fire TV are connected through ethernet]), and I was able to watch a show without issue.
When I run what is my ip, it shows generally around Toronto.  What could be causing this? Is it the Fibe TV app on these devices? Is it Rogers? Is it Telus?

[dks]

Thank you for your question. I can only suggest that at some point you may have had Bell account credentials for the Fibe TV app on your Fire TV or Google Streamer. Moving to another location removed those credentials and caused you to lose the Fibe TV app on your Fire TV. That you could still watch Fibe TV on your phone, which is on Bell Mobility, suggests you have a valid account and privileges to watch Fibe TV. The complicating issue may be your use of non-Bell internet, but that may only be a side issue. There are some helpful replies in this thread which may be useful in troubleshooting your issue. Looking forward to hearing more. 

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum

When streaming Fibe TV and the Fibe TV app "using a Wi-Fi network other than your home network", please note these limits:

• Fibe TV: Up to three devices can stream, but only one can watch live TV at any given moment.
• Fibe TV App: A maximum of two devices can stream simultaneously; however, only one can watch live television.

How many devices do you currently have registered?

1. Try removing any devices that are not using the Bell Fibe TV app from your account at the moment.
2. After which, remove the Fibe TV app from the devices you are experiencing an issue with & reboot your devices.
3. Reinstall the Fibe TV app and then check to see if you are still having trouble.
4. Please verify your device location settings on your Fire TV and Google Streaming devices ensuring that the correct region has been selected.

How to remove devices from my account

How to remove devices from my account on the Fibe TV app using a Computer

Note: "Once a device is removed, you must wait 30 days before you can add it back in."

What is Fibe TV app and how do I use it : What is Fibe TV app?

Please let the Community know if you have any more questions.

Take care.

[RyanMQ]

Thank you for the response @dks and @WelshTerrier 

I have established it is the ISP that is the issue, as I have a VPN setup to connect to another property about 10 minutes away from me, once I connect through that I am able to play anything on the Fibe TV app

[WelshTerrier]

Good Day @RyanMQ 

Thank you for taking the time to update the community. Glad to see that you are now able to use the Fibe TV App.

Take care & enjoy.

[Carlspackler]

I am having the same issue, whenever I try to play content on the FibeTV app I get: Error 1101: Content not available outside of Canada. I have rebooted everything (Router, dish, AppleTV) including unplugging for an hour. I am very much in Canada. I am using Starlink, but when I check my IP location it is in Montreal. 

[Nico SC]

Hello,

You will want to reach out to @BellPatricia if she has not reached out to you yet. She was really helpful in helping us out fixing the issue. This said, it was not a quick fix in my situation. It took many weeks but it finally worked. 

Good luck!

[dks]

Thank you for your question. If the issue started when your daughter changed internet providers, she will likely have to contact that provider to ensure that her account profile location with them is in Canada. The issue is with that provider, unfortunately, and not with Bell. 

[WelshTerrier]

Good Day & Welcome.

Thank you for posting your question.

Have you contacted Starlink directly, to see if they can update & refresh your IP geolocation records and help ensure the service recognizes your location correctly?

Ensure your device (e.g., Apple TV, etc.) allows the streaming app to access your location.

• Go to Settings > Privacy > Location Services, find the app, and set it to While Using the App with Precise Location turned on.

Please verify that your location / region settings are correct for your Smart TV, streaming device, app, etc.? 

Log out of the Fibe TV app completely, clear the app data or browser cache, and log back in.

For testing purposes only, are you able to access the Fibe TV App from a different location?

Are you using a VPN? If so, disable it to see if this makes a difference.

Let us know.

Take care,

[BellPatricia]

Hey there @Carlspackler 

Welcome to the Bell community, and thank you for your post. 

We would like an opportunity to dig into this a bit more from here, and have sent you a PM requesting more information. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

@BellPatricia