First, the important bit: our VPN network uses domestic residential IPs and cannot be blocked by ISPs — so if your IPTV service stops working, the block is almost never on our side. Here's how to work out what's happening:
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Check the connection: on a device on the VPN WiFi, visit showmemyip.com — if it shows the VPN country, your Liberty Shield connection is working.
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If the IP is right but IPTV won't load, the issue is with the IPTV provider's server — contact them, and try their service on a different device to confirm.
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If the IP is wrong or missing, power cycle: ISP router first (wait 2 minutes), then VPN Router (2 minutes), and re-check.
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Buffering rather than blocked? See our speed guide — a server change (or L2TP for European content) usually fixes it.
Self-help checklist
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Is your IPTV device connected to the VPN Router? Some customers leave their IPTV device connected to their ISP router (Virgin, BT, Sky, TalkTalk etc). To run a VPN on your IPTV device, it must be connected to the VPN Router.
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How do I check my IPTV device is connected properly? Most devices just need to connect to the VPN Router using WiFi (UK-WIFI-XXXX) or an Ethernet cable to one of the spare ports — they should get an IP address automatically (DHCP) from the VPN Router (e.g. 172.20.1.XXX). Some devices, such as Smart TVs and Zgemma boxes, may need the network settings entered manually rather than using DHCP — see Manual Network Settings for details.
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Which country should my VPN Router be set to for IPTV? None of our VPN networks can be blocked for IPTV, so we always suggest using the country you're in, or the next closest one. It's a common misconception that UK users need a non-UK IP address to beat ISP blocks. To change the country, log in at your account, pick the country from the "Payment Wallet" and press "Update", then reboot your VPN Router.
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Still not working — what else could it be? It's worth contacting your IPTV provider and telling them you're using a VPN — some require registration of VPN-based IP addresses. Sometimes a provider blocks an IP address itself (not the ISP) as a safeguard against shared logins if it sees multiple connections from one address; once you confirm you're using a VPN IP, they usually lift the block.
Greg
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