Forum Discussion

paulphonak's avatar
paulphonak
Joining in
6 months ago

Cannot play BBC iPlayer at all on my laptop.

When I tried to play anything from BBC iPlayer on my laptop, it says 'BBC iPlayer only works in the UK. Sorry, it’s due to rights issues.BBC iPlayer only works in the UK. Sorry, it’s due to rights issues.'

I am in UK and, according to 'What is my IP address' search, my IP location is London, even though I am based in West Yorkshire, and my ISP is AVAST Software s.r.o.

The question is how I can leave AVAST as I have no connection with them, and get to the point where I can watch anything from BBC iPlayer.  I have no problem watching the content on my phone as the IP is Virgin Media Limited with the correct location.

Thanks.

Paul

  • newapollo's avatar
    newapollo
    6 months ago

    Hi paulphonak 

    It's possible that you have an avast  VPN browser extension installed.

    ipconfig /all only lists the local ip address (your computers ip address)

    type or copy paste the following which shows your public ip address into the command prompt 

    nslookup myip.opendns.com resolver1.opendns.com

    The result will look similar to the one below (where Address: XXX.XXX.XXX.XXX will be your public (external) ip address and should match that shown on /whatismyipaddress.com  )

    Server: dns.sse.cisco.com
    Address: 208.67.222.222

    Non-authoritative answer:
    Name: myip.opendns.com
    Address: XXX.XXX.XXX.XXX

    Also you can type 192.168.0.1  into a browser window and sign into your VM hub.

    Then in the left hand column click on Admin and then on Info . 

    Then you can see your public (external)  ipv4 address which i have indicated by a row of X's in the screenshot below.  Again should be the same as that shown on  /whatismyipaddress.com 

     

     

     

  • vmrunreliable's avatar
    vmrunreliable
    Superfast
    6 months ago

    Maybe you have an Avast product installed and it's routing your network traffic through its VPN. Go to add / remove programs and check if any Avast products are installed.

  • paulphonak's avatar
    paulphonak
    Joining in
    6 months ago

    That is the funny thing, I do not have any Avast products installed.  I disabled VPN as advised by BBC iPlayer but it does not make any difference.

    • vmrunreliable's avatar
      vmrunreliable
      Superfast
      6 months ago

      That's a shame, that answer was right on the upper limits of my technical knowledge 🤔

  • 用心棒's avatar
    用心棒
    Very Insightful Person
    6 months ago

    If the issue does not persist when using your browser's Incognito / Private window then review installed extensions / add-ons for cause.

    -- 
    I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
    Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    When you used the What is my IP address it returns the IP address seen for you visit to the website,
    does that IP match or differ from the Public IP (IPv4) shown in the VM Hub menus ?

    For our Hub the Public IP ( IPv4 address ) is found in the menu at:
    Admin >> Info >> IPv4 address :   86.xx.xx.xxx

    • paulphonak's avatar
      paulphonak
      Joining in
      6 months ago

      I used this method:

      First, click on your Start Menu and type cmd in the search box and press enter. A black and white window will open where you will type ipconfig /all and press enter. There is a space between the command ipconfig and the switch of /all. Your IP address will be the IPv4 address.

      The IPv4 address is different from the result from 'What is my IP?' website.

      How can I resolve it?

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    6 months ago

    Are you willing to do TRACERT BBC.CO.UK in your laptop's DOS window?  Then we can see what how you are routed?  Your own public IP address is not displayed so no worries there.

    • paulphonak's avatar
      paulphonak
      Joining in
      6 months ago

      Is the below result of any help to you, in relation to your question?

      C:\Users\paul_>TRACERT BBC.CO.Uk

      Tracing route to BBC.CO.Uk [151.101.128.81]
      over a maximum of 30 hops:

      1 25 ms 22 ms 22 ms 100.126.0.1
      2 22 ms 23 ms 24 ms r-1.43.234.77.ptr.avast.com [77.234.43.1]
      3 23 ms 25 ms 24 ms 10.27.0.20
      4 27 ms 26 ms 25 ms be5908.agr21.lhr01.atlas.cogentco.com [149.14.198.217]
      5 25 ms 22 ms 22 ms be3671.ccr51.lhr01.atlas.cogentco.com [130.117.48.137]
      6 27 ms 29 ms 24 ms fastly.demarc.cogentco.com [149.6.8.2]
      7 27 ms 27 ms 26 ms 151.101.128.81

      Trace complete.

      • Sephiroth's avatar
        Sephiroth
        Alessandro Volta
        6 months ago
        paulphonak wrote:

        Is the below result of any help to you, in relation to your question?

        C:\Users\paul_>TRACERT BBC.CO.Uk

        Tracing route to BBC.CO.Uk [151.101.128.81]
        over a maximum of 30 hops:

        1 25 ms 22 ms 22 ms 100.126.0.1
        2 22 ms 23 ms 24 ms r-1.43.234.77.ptr.avast.com [77.234.43.1]
        3 23 ms 25 ms 24 ms 10.27.0.20
        4 27 ms 26 ms 25 ms be5908.agr21.lhr01.atlas.cogentco.com [149.14.198.217]
        5 25 ms 22 ms 22 ms be3671.ccr51.lhr01.atlas.cogentco.com [130.117.48.137]
        6 27 ms 29 ms 24 ms fastly.demarc.cogentco.com [149.6.8.2]
        7 27 ms 27 ms 26 ms 151.101.128.81

        Trace complete.

        What can you tell us about the private address 100.126.0.1?  Are you in modem mode with your own router? It looks like a gateway address.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    6 months ago

    As requested earlier, please do TRACERT BBC.CO.UK in your laptop's DOS window.  Then we can see what how you are routed?  Your own public IP address is not displayed so no worries there.

    On the IP address difference, how much of the difference can you show us without revealing too much of your IP address?  For example, is your IP location correct?    

    • 用心棒's avatar
      用心棒
      Very Insightful Person
      6 months ago
      Sephiroth wrote:

      ⋮
      On the IP address difference, how much of the difference can you show us without revealing too much of your IP address?  For example, is your IP location correct?    

      Consider going to IP address Lookup tool - IP.ME and then just posting the values reported for Organisation and ISP Name

      • paulphonak's avatar
        paulphonak
        Joining in
        6 months ago

        The two IP addresses are very different.  I know that we are Virgin Media and its location is correct where I live (North of England) but the other IP address is AVAST Slovakia s.r.o is in London.

        Should I contact Virgin Media Technical Helpline (if there is one)?

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    "ipconfig /all"   for all of us this returns a private LAN IP of your PC i.e. a 192.168.0.xxx value from the DHCP server of the VM Hub, we are not concerned about this IP value as it is not seen when we visit an internet website.

    What is of interest is the Public IP the VM Hub using as shown from the VM Hub menus
    vs.
    the Public IP that you appear to come from when using "What is my IP address"

    If these two IPs differ it means there is a VPN / Proxy / Security Package etc in play that is affecting your PC.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    6 months ago

    Your trace route should look like mine.

    C:\>tracert bbc.co.uk

Tracing route to bbc.co.uk [151.101.0.81]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3     8 ms    17 ms    12 ms  haye-core-2b-ae36-650.network.virginmedia.net [80.3.178.221]
  4     *        *        *     Request timed out.
  5    14 ms    12 ms    12 ms  tcl5-ic-7-ae0-0.network.virginmedia.net [213.105.11.198]
  6    10 ms    12 ms    11 ms  157.52.127.12
  7    17 ms    16 ms    19 ms  151.101.0.81

Trace complete.
  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    6 months ago

    Have you got the AVAST VPN server location set to UK?  If not, then that's likely to be your problem.  If you have got it set to UK, then the VPN is rubbish and must be deleted as suggested by @Highway.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    The OP hasn't knowingly got the Avast VPN set anywhere. 

    What you need to do is go to Windows> add/remove programs, and remove anything with the name Avast. 

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      6 months ago

      The OP may not wish to do that - even though the suggestion has merit.  If the OP wishes to retain AVAST, then the first step is to check that the VPN location is set to UK or indeed turn the VPN off.