Unable to Stream this movie at the moment due to a network error

[tbglassman]

Have had this problem for over a week. Finally called tech support and they had me do the power cycle (which I already told them I did) and of course that did not work. Passed all the vudu speed tests with flying colors. Tech support said they would have to escalate me, but of course the next level support was closed! Very disappointing. My love-hate relationship with vudu is starting to become all hate at this point.

I have Verizon Fios with 75/20 speed, hardwired connection, trying to run vudu via a Panny Blu-Ray player. Vudu does work via my computer, however.

[tbglassman]

Re: Unable to Stream this movie at the moment due to a network error

just wanted to give eveyone an update . . .

Spoke to a Level 2 tech. We tried a few things (static IP for device, place device in DMZ, change proxy servers to OpenDNS). None of these things worked. We did a tracert, which does show device timing out. I have posted the tracert at the bottom of this post in case anyone is interested and could offer some advice. VUDU did tell me that they put a change in their system about a month and half ago to block proxy servers. Could it be related to my problem? The last time my VUDU worked was before they changed their system.

I AM BEING REFERRED UP TO ENGINEERING, BUT THEY TOLD ME THEY ARE BACKED UP AND IT WOULD BE AT LEAST A 5 BUSINESS DAY WAIT!!!!

VUDU ENGINEERING IF YOU ARE LISTENING, my customer service ID# given to me is 130712-704. Please fix this sooner if you can.

My tracert's:

Tracing route to vudu.re.llnwd.net [69.28.143.32]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms Wireless_Broadband_Router.home [192.168.1.1]
2 10 ms 7 ms 7 ms L100.NWRKNJ-VFTTP-94.verizon-gni.net [98.109.129
.1]
3 8 ms 11 ms 12 ms 130.81.185.114
4 9 ms 10 ms 9 ms ae0-0.NWRK-BB-RTR1.verizon-gni.net [130.81.209.1
54]
5 * * * Request timed out.
6 11 ms 19 ms 12 ms TenGigE0-6-0-5.GW5.EWR6.ALTER.NET [152.63.25.38]
7 24 ms 19 ms 12 ms llnw-gw.customer.alter.net [152.179.83.226]
8 * 15 ms 17 ms cdn-69-28-143-32.llnw.net [69.28.143.32]
Trace complete.

tracert llpvault.vudu.com
Tracing route to vudu-p.vo.llnwd.net [69.28.143.60]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms Wireless_Broadband_Router.home [192.168.1.1]
2 6 ms 6 ms 7 ms L100.NWRKNJ-VFTTP-94.verizon-gni.net [98.109.129
.1]
3 13 ms 17 ms 10 ms 130.81.185.114
4 9 ms 9 ms 10 ms ae1-0.NWRK-BB-RTR1.verizon-gni.net [130.81.209.1
46]
5 * * * Request timed out.
6 13 ms 11 ms 12 ms TenGigE0-6-0-1.GW5.EWR6.ALTER.NET [152.63.17.150
]
7 26 ms 19 ms 25 ms llnw-gw.customer.alter.net [152.179.83.226]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.

[tbglassman]

Re: Unable to Stream this movie at the moment due to a network error

Three calls to VUDU to see where my case is, and they keep telling me that it hasn't gotten picked up by an engineer to review but they will keep pushing it along. Problem first reported to VUDU on a Friday. It is now Thursday and still no review by engineering as of yet.

[tbglassman]

Re: Unable to Stream this movie at the moment due to a network error

Called to inquire about my case only to be told that the wait time for technical support from engineering is now 7 to 10 business days!

[tbglassman]

Re: Unable to Stream this movie at the moment due to a network error

Problem is apparently solved, but I had to go thru a lot of hoops with Vudu. After two weeks, VUDU requested yet another tracert, which I provided. The next day I called to inquire about my case, and they told me to contact my internet provider as they said the problem was not with VUDU.

So I called Verizon, and they came out to my home and checked the equipment, switches and tracerts, and they could find no faults.

Called VUDU back and told them that Verizon found no faults. Vudu had me do some port forwarding, then put the device on the DMZ, but none of this worked.

A few hours later, I got an email from VUDU saying that "There was a label on your account which stopped working, I (the tech) removed it. "

Since then, VUDU is now working. Not sure what they mean by "label not working" but I will inquire and post back what I learn.

[tbglassman]

Re: Unable to Stream this movie at the moment due to a network error

Spoke to VUDU, and they said the "label removal" was something done by Engineering and likely involved an issue with VUDU not recognizing and therefore blocking my device from working.

So after two weeks of back and forth calls, tests, and then VUDU blaming my ISP, it turns out the problem was VUDU's all along!

(I sure hope someone higher up in VUDU reads these posts)

[Guest]

Re: Unable to Stream this movie at the moment due to a network error

Hi tbglassman,

Our apologies, some of the steps I used previously to fix your buffering issue, no longer work. Once we took a look, we were able to see what was causing the issue. My apologies for the long wait to get everything back up and running.

[tbglassman]

Re: Unable to Stream this movie at the moment due to a network error

Thanks for the reply, Daniel, although I'm not sure why you are referencing a buffering issue from last year. That problem fixed itself after a few weeks and VUDU was working well for many many months.

My current problem discussed here was a new issue - basically the movie would not even start. I would immediately get a network error as soon as I hit the "play" button.

I'm curious, and I'm sure all the people that have read this thread are as well: could you please explain what was fixed on the VUDU end in my case? Something about "removing a label" was mentioned, but nobody can seem to tell me what exactly that means.

Further, I have two other devices registered with VUDU, an Xbox 360 and a Samsung Blu-ray player. Will these devices also work now that something on the VUDU side was fixed?

Sorry, but you guys really sent me around in circles for a while, and I simply want to understand what the problem really was. Further, I'd like to know why VUDU never checked for this from the start. Would have saved me a lot of time and aggravation. I probably racked up about 2 hours of phone time with VUDU support, plus another 50 minutes of phone time with Verizon tech support, plus about 2 hours waiting around at home for the Verizon tech to show up at my house and tell me my service was not the problem!



Thanks,
Todd

[jw8107]

Re: Unable to Stream this movie at the moment due to a network error

Also having the same problem " unable to stream this movie at the moment due to a network error". Is the same with every movie. Tried everything from resets on dlink, to resets on router, and even installed a hardwired internet connection. Problem is with vudu because internet is working on everything else. My phone, computer, Wii etc... all working perfect!

[FelipeF]

Re: Unable to Stream this movie at the moment due to a network error

A suggestion to all of those who are experiencing any kind of network errors when connecting to Vudu. Try placing your device in the DMZ and then try again. If it works, then there's a problem somewhere on your network (firewall most likely) that's blocking the ports necessary for proper operation.

[JBS123]

Re: Unable to Stream this movie at the moment due to a network error

We have the a similar new problem: "Unable to stream...due to a network error. Please try again later." Our tested speeds on Vudu network are in excess of 30mg download. We opened a problem ticket with Vudu and were sent an email asking 8 questions about location, equipment, etc. But when we completed the survey and returned the email to "support@vudu.com" the email was bounced back with an error: "Your message can't be delivered because delivery to this address is restricted". In a sub-message, it shows our email being rerouted to: gec-vudu-support@email.wal-mart.com!!

The odd thing is that everything was running fine up until about 10 days ago. Now we have this "Unable to stream..." failure on both LG and OPPO blu ray players and have to keep retrying 8-12 times before the movie will stream... then it runs fine. We've tried rebooting the players, router and cable model without success.

I tried going up on the Vudu link above in SUPPORT under "YOUR CASES" to see the status of our problem ticket, and it just keeps flashing a white screen at me. Does anything work on Vudu any more? This is very, very frustrating for a long-time Vudu customer.

[FelipeF]

Re: Unable to Stream this movie at the moment due to a network error

Are you still experiencing difficulties with our email address and/or website as of today?

[MaxH]

Re: Unable to Stream this movie at the moment due to a network error

I'm not having streaming problems, but I also just had a reply to an unrelated ticket bounce back with this message:

Delivery has failed to these recipients or groups:

gec-vudu-support@email.wal-mart.com
Your message can't be delivered because delivery to this address is restricted.

So I reopened the original ticket on the support site, and then opened a new ticket for the issue "Unable to reply to tickets". #140212-000036.

[Guest]

Re: Unable to Stream this movie at the moment due to a network error

I'm not having streaming problems, but I also just had a reply to an unrelated ticket bounce back with this message:



So I reopened the original ticket on the support site, and then opened a new ticket for the issue "Unable to reply to tickets". #140212-000036.

Thanks, Max. We'll pass the along to the proper people.

[Guest]

Re: Unable to Stream this movie at the moment due to a network error

Thanks, Max. We'll pass the along to the proper people.

Max,

When you get a chance, could you check to see if you encounter the same issue when you try to reply to your case?