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How to fix connectivity issues on Fire TV stick?

It seems that connectivity issues with some of the most popular internet service providers, including BT, Virgin Media, and Sky, have recently increased. This trend has mostly affected Fire TV stick users with symptoms such as login issues, unstable connection, or even inability to connect to the VPN server. If you've recently experienced any of these issues on your Surfshark VPN app, you have likely been affected by this problem.

However, there are several solutions that will most likely solve the issue that you're having.  Please choose your internet provider and proceed to the suggested solutions:


 

BT networks

 

If BT is your internet service provider, and you're having issues with the VPN connection, please try the suggestions below.

If you can not log into your Surfshark account, skip the first suggestion. 

  1. Change the current protocol.

    Go to Settings -> Protocol and change the default protocol to OpenVPN(TCP) and try to connect. If that does not help, try remaining protocols. 

    BT_change_protocol.png

  2. Disable BT Firewall and create an IPv6 pinhole (sounds more difficult than it actually is).

    2.1. Make sure you're connected to the BT network, then open a browser (Chrome,  Firefox, or any other).

    2.2. Enter your router's IP address to the URL bar. In some cases, IP addresses may vary, but usually, BT users can access their router with this IP address: 192.168.1.254 

    BT_routers_IP.png

    2.3. Login to your router's dashboard. You should find the required credentials on the back of your router unless you've set your custom ones. 

    2.4 Navigate to Advanced settings -> Configuration set the firewall to Disabled.

    BT_disable_Firewall.png

    2.5. Go back to Advanced settings, select the IPv6 tab, then choose Pinhole. Click the Create new IPv6 pinhole button.

    Enter the following details for the new pinhole:
    Rule name: Surfshark, or any other name
    Device: choose your Fire TV stick
    Start Port: 80
    End Port: 51820
    Protocol: UDP or TCP.

    Save the settings.

    BT_IPv6_pinhole.png

    2.6. Reboot your router now, then open the Surfshark app on your Fire TV Stick and test it again.

  3. Send diagnostics.

    If the second solution did not solve your issue, please send us diagnostics and proceed to the fourth solution. By sending diagnostics, you will help Surfshark's developers to solve this problem quicker.

    You will find an option to send diagnostics if you open your Surfhark app, go to Settings, and scroll down to the very bottom of that page. It would also be great if you could leave a short message about the reason you're providing diagnostics to us.

  4. Reinstall the Surfshark app. 

    After sending us the diagnostics, uninstall your current surfshark app. Then go to the Amazon app store and install the Surfshark app again. See if that helps.

  5. If the previous suggestion did not fix the issue either, we could lastly suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store, but from an external source. 

    Here is a detailed tutorial on how you can do that.

If sideloading the app did not help, please contact our customer success team for further assistance.

 

Virgin Media networks

 

If Virgin Media is your internet service provider, and you're having issues with the VPN connection, please try the suggestions below.

If you can not log into your Surfshark account, skip the first suggestion. 

  1. Change the current protocol.

    Go to Settings -> Protocol and change the default protocol to OpenVPN(TCP) and try to connect. If that does not help, try remaining protocols. 

    BT_change_protocol.png

  2. Turn off the Web Safe feature (a.k.a. Virgin Media Parental controls)

    2.1. Log in to My Virgin Media - http://my.virginmedia.com - as the primary account holder.

    Virgin_Media_sign_in.png

    2.2. Navigate to My Apps -> Web Safe.

    Virgin_Media_Web_Safe.png

    2.3. Switch off both -  Virus Safe and Child Safe. Click Apply.

    Virgin_Media_turn_off_parental_controls.png

    2.4. Restart both - your router, and the Firestick and test the Surfshark app again.

  3. Send diagnostics.

    If the second solution did not solve your issue, please send us diagnostics and proceed to the fourth solution. By sending diagnostics, you will help Surfshark's developers to solve this problem quicker.

    You will find an option to send diagnostics if you open your Surfhark app, go to Settings, and scroll down to the very bottom of that page. It would also be great if you could leave a short message about the reason you're providing diagnostics to us.

  4. Reinstall the Surfshark app. 

    After sending us the diagnostics, uninstall your current surfshark app. Then go to the Amazon app store and install the Surfshark app again. See if that helps.

  5. If the previous suggestion did not fix the issue either, we can lastly suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store, but from an external source. 

    Here is a detailed tutorial on how you can do that.

  6. If sideloading the app did not help, please contact our customer success team for further assistance.

 

Sky Networks

 

If Sky is your internet service provider, and you're having issues with the VPN connection, please try the suggestions below.

If you can not log into your Surfshark account, skip the first suggestion. 

 

  1. Change the current protocol.

    Go to Settings -> Protocol and change the default protocol to OpenVPN(TCP) and try to connect. If that does not help, try remaining protocols. 

    BT_change_protocol.png

  2. Disable IPv6 on your router.

    2.1. Log in to the router (192.168.0.1 in the address bar of a web browser, select Advanced, log in with admin and sky. 

    2.2. Select LAN/IP setup.

    2.3. Scroll down to the bottom of the page.

    2.4. Untick Enable IPv6 on LAN side

    2.5. Click Apply and save the settings.

     

  3. Send diagnostics.


    If the second solution did not solve your issue, please send us diagnostics and proceed to the fourth solution. By sending diagnostics, you will help Surfshark's developers to solve this problem quicker.

    You will find an option to send diagnostics if you open your Surfhark app, go to Settings, and scroll down to the very bottom of that page. It would also be great if you could leave a short message about the reason you're providing diagnostics to us.

  4. Reinstall the Surfshark app. 

    After sending us the diagnostics, uninstall your current surfshark app. Then go to the Amazon app store and install the Surfshark app again. See if that helps.

  5. If the previous suggestion did not fix the issue either, we could lastly suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store, but from an external source. 

    Here is a detailed tutorial on how you can do that.

    If sideloading the app did not help, please contact our customer success team for further assistance.

 

Other internet providers

 

If your internet provider was not on the list, and you're having issues with the VPN connection, please try the suggestions below.

If you can not log into your Surfshark account, skip the first suggestion. 

 

  1. Change the current protocol.

    Go to Settings -> Protocol and change the default protocol to OpenVPN(TCP) and try to connect. If that does not help, try remaining protocols. 

    BT_change_protocol.png

     

  2. Send diagnostics.


    If the second solution did not solve your issue, please send us diagnostics and proceed to the fourth solution. By sending diagnostics, you will help Surfshark's developers to solve this problem quicker.

    You will find an option to send diagnostics if you open your Surfhark app, go to Settings, and scroll down to the very bottom of that page. It would also be great if you could leave a short message about the reason you're providing diagnostics to us.

  3. Reinstall the Surfshark app. 

    After sending us the diagnostics, uninstall your current surfshark app. Then go to the Amazon app store and install the Surfshark app again. See if that helps.

  4. If the previous suggestion did not fix the issue either, we could lastly suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store, but from an external source. 

    Here is a detailed tutorial on how you can do that.

    If sideloading the app did not help, please contact our customer success team for further assistance.

 

We hope our suggestions have helped you to resolve Surfshark connectivity issues on your Fire Tv Stick. If that's not the case, our customer support team is here to help you 24/7 over a live chat or email.

 

You may also be interested in:

  1. How to sideload apps on a Firestick?
  2. How to set up a VPN-protected Wi-Fi hotspot using Windows?

  3. How to fix unstable connection issues on Android?

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