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The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

Fandango at Home Forum Guidelines

The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

Fandango at Home reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

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For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party.
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FANDANGO & FAH MERGE LOGIN BUG - ACCOUNT LOCKOUT ERROR

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    #1

    FANDANGO & FAH MERGE LOGIN BUG - ACCOUNT LOCKOUT ERROR

    FAH has a bug in their system when it asks people to merge their Fandango and FAH logins and they have the same email address.

    Many users are being locked out of their FAH account with this error:

    LOGIN FAILED - THERE WAS AN INTERNAL ERROR. Please contact Customer Service for assistance.

    When they contact Customer Service, Customer Service is telling them to "stop using a VPN" (they are not using a VPN)

    The issue is that the email for their Fandango and their FAH accounts is the same. For some reason, that locks them out during the merge.

    Once the emails are changed back to two different emails (by Customer Service, the customer requests an email change), the error goes away and they can log back in.

    Fandango and FAH need to fix this bug. FelipeF - can you ask FAH to look into this?
    Tags: None
    #2
    We are aware of this issue and are working to resolve this.

    Comment

      #3
      Thanks FelipeF . I'm told not EVERYONE has the issue, but it's coming up a fair amount.

      Comment

        #4
        Yeah, we know what's going on. The fix is coming soon. Thanks.

        Comment

          #5
          It's happening for me too. And despite the post (six days ago) that seems to indicate the issue is known, first and second line support doesn't seem to have the first clue, and are asking me to disable a non-existent VPN and disable my antivirus.

          Comment

            #6
            It's good they know and are working on a fix. It is on the FAH side, not my modem.

            But I got myself going again (after FAH did something on thier side, I could log in elsewhere, but not at my home)


            I opened a support ticket, then, couple days later, with no communications, it mysteriously started working again... everywhere but at my home.

            I'm on century link, and after a bunch of research, I did some stuff and fixed this myself. at least for now.
            The issue is clearly fandango at home, and not centurylink gear, in that, all other streamers have always worked 100% perfectly fine, only FAH/VUDU has these issues.

            - the thing about having a different email for for fandango.com and vudu.com did not work FOR ME. I changed emails, and it didn't help anything.
            - updating the password did not help me
            - power cycling or rebooting the modem do not help login
            - I have no VPNs in play, this was never the issue

            I wasn't scientific in what I did, but here's what I did and something of it must have helped, maybe this will help others on Century Link or else where:

            1. I RESET my home centurylink modem by holding the reset button in while it was powered on, until the power light changed color. this wipes out all your personalized wifi and other setups.
            2. I unplugged the POWER cord from modem, and also disconnected the DSL cable that went to the wall. Unplugging that for about 5 minutes make the connection box down the street maybe reset its network pathing, and could help this issue. Plugging power and DSL back in, the modem reconnects and configures the hardware connection to the box down the street, MAYBE cleaning up network traffic flow.
            3. I DISABLED both 2.4G and 5G WIFI inside my modem, and was able to login to vudu on webpage again. I don't know which of these steps cured it. Maybe all of them?
            4. Reendabled both WIFIs and reset to my settings, all while logging out and back in to vudu at each step to be sure the modem didn't fire up some weird networking addressing translations required for its wifi. Everything kept working.
            5. I tested my phone, and wifi ROKU vudu and they are working correctly now.
            6. JUST IN CASE, I also RESET my Windows 11 networking, and at CMD prompt did a ipconfig /flushdns, but doubt that was needed as the choke point was always at the modem itself.

            In the past, just unplugging the modem seemed to cure failed login.
            Then, it started needing a FACTORY RESET.
            Now, I feel like maybe the powering off and unhooking DSL line for 5 minutes forcing the network reset down the street might have been the answer.
            OR maybe it was disabling the WIFI, then logging in, then reendabling WIFI.

            I say this is Fandango's issue because:
            - It didn't happen to me before they took over
            - although it seems to be with centurylink modems (reading other's issues too), it used to work just fine with no gear changes, all competative streamers I use work perfectly fine pointing to Fandango doing something not so brilliant in thier network security setup, possibly triggering something in CenturyLink modems - that no other streamers I've used ever had a problem with.

            If (when) it happens again, I will try to be more scientifiic to isolating the issue cause and remedy.

            Hope some of this will help others.

            Comment

              #7
              Originally posted by gjb2074 View Post
              It's good they know and are working on a fix. It is on the FAH side, not my modem.

              But I got myself going again (after FAH did something on thier side, I could log in elsewhere, but not at my home)


              I opened a support ticket, then, couple days later, with no communications, it mysteriously started working again... everywhere but at my home.

              I'm on century link, and after a bunch of research, I did some stuff and fixed this myself. at least for now.
              The issue is clearly fandango at home, and not centurylink gear, in that, all other streamers have always worked 100% perfectly fine, only FAH/VUDU has these issues.

              - the thing about having a different email for for fandango.com and vudu.com did not work FOR ME. I changed emails, and it didn't help anything.
              - updating the password did not help me
              - power cycling or rebooting the modem do not help login
              - I have no VPNs in play, this was never the issue

              I wasn't scientific in what I did, but here's what I did and something of it must have helped, maybe this will help others on Century Link or else where:

              1. I RESET my home centurylink modem by holding the reset button in while it was powered on, until the power light changed color. this wipes out all your personalized wifi and other setups.
              2. I unplugged the POWER cord from modem, and also disconnected the DSL cable that went to the wall. Unplugging that for about 5 minutes make the connection box down the street maybe reset its network pathing, and could help this issue. Plugging power and DSL back in, the modem reconnects and configures the hardware connection to the box down the street, MAYBE cleaning up network traffic flow.
              3. I DISABLED both 2.4G and 5G WIFI inside my modem, and was able to login to vudu on webpage again. I don't know which of these steps cured it. Maybe all of them?
              4. Reendabled both WIFIs and reset to my settings, all while logging out and back in to vudu at each step to be sure the modem didn't fire up some weird networking addressing translations required for its wifi. Everything kept working.
              5. I tested my phone, and wifi ROKU vudu and they are working correctly now.
              6. JUST IN CASE, I also RESET my Windows 11 networking, and at CMD prompt did a ipconfig /flushdns, but doubt that was needed as the choke point was always at the modem itself.

              In the past, just unplugging the modem seemed to cure failed login.
              Then, it started needing a FACTORY RESET.
              Now, I feel like maybe the powering off and unhooking DSL line for 5 minutes forcing the network reset down the street might have been the answer.
              OR maybe it was disabling the WIFI, then logging in, then reendabling WIFI.

              I say this is Fandango's issue because:
              - It didn't happen to me before they took over
              - although it seems to be with centurylink modems (reading other's issues too), it used to work just fine with no gear changes, all competative streamers I use work perfectly fine pointing to Fandango doing something not so brilliant in thier network security setup, possibly triggering something in CenturyLink modems - that no other streamers I've used ever had a problem with.

              If (when) it happens again, I will try to be more scientifiic to isolating the issue cause and remedy.

              Hope some of this will help others.
              This is a CenturyLink issue to be exact. They seemed to acquired new blocks of IPs that were registered as a different service.

              Comment

                #8
                Originally posted by FelipeF View Post

                This is a CenturyLink issue to be exact. They seemed to acquired new blocks of IPs that were registered as a different service.
                Thank you for responding FelipeF.

                Is it because they bought IPs that were used for "VPN"?
                Why doesn't this issue affect all other streamers I have?
                I tested on CenturyLink on other side of town (different modem) and it logged in fine.
                Why does disconnecting DSL for 5 minutes, or turning off Wifi fix this, with the same gear?
                Can FAH work around this issue?

                If you need someone to create packet logs or assist from user side, I will volunteer.
                This needs fixed. It used to work without issue.

                I understand it is an ongoing issue being looked into.

                Thanks for you help.

                Comment

                  #9
                  I've tried at home (Spectrum), on my cell phone data (T-Mobile), and at work (AT&T), all three give me the same error. My daughter is able to log into her account at my address (same public IP that fails for me). It doesn't feel like this can just be a CenturyLink issue. A co-worker tried his account at work (same public IP that fails for me) and he was able to log in fine. It feels like a back-end issue with the account merge with Fandango. I was never able to log into Vudu/FAH with my Fandango account when it prompted to merge them. I've had to log in with different passwords. And before this past weekend, everything was working fine. Nothing on my end has changed. It's clearly only happening for some accounts. I've had a dozen of emails with Vudu/FAH support, and I'm just going in circles.

                  Comment

                    #10
                    across so many different network connections, seems ACCOUNT related. I had to get on CHAT, walk through all that, and they opened a ticket and a couple days later, my account started logging back in ok again.

                    Comment

                      #11
                      ok, login fail happened again, but this time I only DISABLED WIFI, and that got me back in.

                      What an annoying setup Fandango At Home/Vudu network is using that chokes this up where Amazon, Max.com, Disney, Youtube, and Paramount+ are not suffering from this networking hiccup. They just work fine.

                      Comment

                        #12
                        I'm aware FAH is supposed to be looking into this.

                        NOW, router full resets, Wifi off is not allowing login.
                        I'm looking into specific ports to forward/unlock to make FAH/VUDU work again. This is silly.

                        Meanwhile, using MOVIES ANYWHERE as it has a vast majority of my films.

                        Comment

                          #13
                          After messing with this much too long, testing modem settings against networks that login, pull IP packet sniffs with much detail, looking into ports to open etc,
                          it seems to me the issue is FAH not accepting certain IP addresses, because those numbers are from companies that work with VPN that FAH does not allow.

                          I don't know how/why all other streamers deal with disallowing VPN based IP addresses, but seems like FAH could do better.

                          After resetting things in my modem back to default and setting up wifi again, none of what I did mattered, when the ISP dynamic assigned IP address changed, FAH started working again.
                          No changes on my part.

                          Restarting the modem multiple times, it eventually gets an IP assigned from the ISP that FAH "likes" and everything works again, NO CHANGES to my gear.

                          I can't change my gear to work solidly with FAH network - maybe if I PAID for a static IP address - but FAH should change to work with IPs the way the rest of the competition manages it.

                          Comment

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