Youtube not working on Fizz

xoy99 · January 21

I am in Ontario, and I got a Fizz plan for my son who's 11. Youtube doesn't work through this plan, saying "Youtube is not available in your region".
When using another SIM, (Freedom Mobile) or WiFi, Youtube obviously works fine.
This seems to be because of geolocation blocking by Youtube, when using a Quebec IP address. However, since I am in Ontario, I should NOT be getting an IP address from Quebec.
I opened a chat session and they wanted me to do all kinds of troubleshooting that didn't make any sense, including resetting phone network settings, erasing the eSIM and installing a new one, etc. Obviously that didn't solve the issue but I did it all patiently hoping that once all done, they would escalate the issue to a more technical department.
But no, they told me that since my Fizz service works OK, they can't escalate it. Also suggested I buy a third party VPN service to try to alleviate the issue.
I know the issue has been reported before, at https://forum.fizz.ca/en/discussion/2648377/youtube-kids-not-working-on-mobile-data-vancouver-bc
Isn't there any way to escalate the issue to a higher team ?
Youtube isn't blocking this in Quebec because they don't like Quebecois people. It's doing it because they've been asked to do this by the Quebec's government. That rule does not apply to me in Ontario and I find it ridiculous that Fizz doesn't want to do anything about it.

Use_code_VGTIB · January 21

I just checked to make sure and I have no issue using YouTube with mobile data.

Mike RZMAX · January 21

YouTube works very well in Quebec

xoy99 · January 21

But I assume both of you are older than 13, right ? (as in the birthdate you gave to Google when you made your account) ?

BeakBird · January 21

If you are on Android, try using the Opera browser. It has a built in VPN and it's all free.

xoy99 · January 21

Sorry, I missed to mention that the restriction applies in Quebec to kids under 13
(https://support.google.com/youtubekids/thread/291415774/youtube-not-working-in-quebec-because-i’m-11-but-works-in-other-places-except-quebec?hl=en)

BeakBird · January 21

@xoy99 said:
Sorry, I missed to mention that the restriction applies in Quebec to kids under 13

See my post above.

G225 code IRSGE · January 21

Have you vpn ?

BeakBird · January 21

@G225 code IRSGE said:
Have you vpn ?

Opera browser on Android includes a free VPN built-in.

G225 code IRSGE · January 21

Probably the problem with YouTube.

MobileFizzer_VBMV6 · January 21

@xoy99 is talking about the YouTube Kids service which is indeed unavailable in Québec due to local regulation. The regular YouTube service wouldn't be affected by this.

I am not sure, there is much you can do about this short-term. Fizz does route all customer cellular data through Québec, it seems unlikely they'd be able to do anything about it based on a single customer case.

Opera Free VPN says it covers browser traffic only, so I doubt it would work for the YouTube Kids app.

I'm afraid, switching to another carrier or playing around with paid commercial VPNs may be your only options for an immediate solution.

makejopa · January 21

This is bizarre! YouTube works for me in Ontario but I’m older than 13.

Can you change the age of the child in your account so they are over 13?

Charrylee · January 21

Not only Quebec, significant restrictions apply to children under 13 on YouTube
,primarily handled through the dedicated YouTube Kids app or by setting up a supervised experience on the main YouTube platform.

propea · January 21

@xoy99 said:
I am in Ontario, and I got a Fizz plan for my son who's 11. Youtube doesn't work through this plan, saying "Youtube is not available in your region".
When using another SIM, (Freedom Mobile) or WiFi, Youtube obviously works fine.
This seems to be because of geolocation blocking by Youtube, when using a Quebec IP address. However, since I am in Ontario, I should NOT be getting an IP address from Quebec.
I opened a chat session and they wanted me to do all kinds of troubleshooting that didn't make any sense, including resetting phone network settings, erasing the eSIM and installing a new one, etc. Obviously that didn't solve the issue but I did it all patiently hoping that once all done, they would escalate the issue to a more technical department.
But no, they told me that since my Fizz service works OK, they can't escalate it. Also suggested I buy a third party VPN service to try to alleviate the issue.
I know the issue has been reported before, at https://forum.fizz.ca/en/discussion/2648377/youtube-kids-not-working-on-mobile-data-vancouver-bc
Isn't there any way to escalate the issue to a higher team ?
Youtube isn't blocking this in Quebec because they don't like Quebecois people. It's doing it because they've been asked to do this by the Quebec's government. That rule does not apply to me in Ontario and I find it ridiculous that Fizz doesn't want to do anything about it.

You are definitely not the only one, and your reasoning is absolutely correct.

This issue is not related to the phone, the SIM, or any device settings. It is a network IP geolocation problem on Fizz/Vidéotron’s side. Even though you are physically in Ontario, some IP address ranges used by Fizz are still classified as Quebec-based by third-party services like YouTube. As a result, YouTube applies Quebec-specific restrictions (such as YouTube Kids availability), even though those rules do not apply to you.

You are 100% justified in being frustrated.
This is not user error, not a configuration issue, and not YouTube randomly blocking people. It is a known IP geolocation problem that Fizz should escalate, especially for customers located outside Quebec.

xoy99 · January 21

Thanks everyone for comments. It's not just the Youtube Kids app (which is not what I am using), it's the regular Youtube app, when it's signed in with a Google account for a kid younger than 13.
Personally, I don't want workarounds, I'd rather use a different provider if Fizz doesn't want to do anything about it.

BeakBird · January 21

Thanks for the update.

Ekay · January 21

YouTube works fine

BeakBird · January 22

@Ekay said:
YouTube works fine

Not for OP.
Read the posts.

Celine_CodeAU1GF · January 22

You Tube works in Quebec.

Rastin · January 22

@xoy99 said:
Thanks everyone for comments. It's not just the Youtube Kids app (which is not what I am using), it's the regular Youtube app, when it's signed in with a Google account for a kid younger than 13.
Personally, I don't want workarounds, I'd rather use a different provider if Fizz doesn't want to do anything about it.

Then you should contact Fizz and see if they can do anything about it.

BeakBird · January 22

@Celine_CodeAU1GF said:
You Tube works in Quebec.

The OP is in Ontario and has a child under 13.

YouTube has no restrictions for Ontario but has restrictions for Quebec.

Despite being in Ontario OP gets IP addresses identified as in Quebec from the Fizz network.

Therefore the child has no access.

People, please read the post before replying.

propea · January 22

@Rastin said:

@xoy99 said:
Thanks everyone for comments. It's not just the Youtube Kids app (which is not what I am using), it's the regular Youtube app, when it's signed in with a Google account for a kid younger than 13.
Personally, I don't want workarounds, I'd rather use a different provider if Fizz doesn't want to do anything about it.

Then you should contact Fizz and see if they can do anything about it.

Support may be the only option for this

propea · January 22

@xoy99 said:
Thanks everyone for comments. It's not just the Youtube Kids app (which is not what I am using), it's the regular Youtube app, when it's signed in with a Google account for a kid younger than 13.
Personally, I don't want workarounds, I'd rather use a different provider if Fizz doesn't want to do anything about it.

I don’t think it’s Fizz the problem

MobileFizzer_VBMV6 · January 22

I don’t think it’s Fizz the problem

Of course, Fizz is the problem. Because, they VPN everyone using their Mobile Internet service into Québec. Thus having Québec regulations be applied to customers who don't fall under Québec jurisdiction. The other way around would also by true by the way.

The question is though, is it really in our customer interest to make a big deal out of it? Best case, Fizz would have to operate a more complex Internet backbone infrastructure, taking away some of their ability to offer plans at cheaper price points compared to the competition. Worst case, Fizz could decide to stop their service altogether in provinces other than Québec.

Charrylee · January 22

I think the restrictions are not only for Quebec, no?

propea · January 22

@MobileFizzer_VBMV6 said:

I don’t think it’s Fizz the problem

Of course, Fizz is the problem. Because, they VPN everyone using their Mobile Internet service into Québec. Thus having Québec regulations be applied to customers who don't fall under Québec jurisdiction. The other way around would also by true by the way.

The question is though, is it really in our customer interest to make a big deal out of it? Best case, Fizz would have to operate a more complex Internet backbone infrastructure, taking away some of their ability to offer plans at cheaper price points compared to the competition. Worst case, Fizz could decide to stop their service altogether in provinces other than Québec.

I think you should just contact support

xoy99 · January 22

@propea said:

@MobileFizzer_VBMV6 said:

I don’t think it’s Fizz the problem

Of course, Fizz is the problem. Because, they VPN everyone using their Mobile Internet service into Québec. Thus having Québec regulations be applied to customers who don't fall under Québec jurisdiction. The other way around would also by true by the way.

The question is though, is it really in our customer interest to make a big deal out of it? Best case, Fizz would have to operate a more complex Internet backbone infrastructure, taking away some of their ability to offer plans at cheaper price points compared to the competition. Worst case, Fizz could decide to stop their service altogether in provinces other than Québec.

I think you should just contact support

That's exactly what I did, as mentioned in the original post. After doing meaningless troubleshooting, they told me they can't escalate the issue because my service is working.
I was asking if anyone knows a way to escalate this to their technical team.
I will also try again through the chat.

xoy99 · January 22

@MobileFizzer_VBMV6 said:
The question is though, is it really in our customer interest to make a big deal out of it? Best case, Fizz would have to operate a more complex Internet backbone infrastructure, taking away some of their ability to offer plans at cheaper price points compared to the competition. Worst case, Fizz could decide to stop their service altogether in provinces other than Québec.

I understand your concern, but I don't think this would be a huge technical challenge. I'm pretty sure that in Ontario, Fizz runs on the Freedom Mobile towers (which they own) and when using a Freedom SIM, it already gives me an IP address geolocated in Ontario.

propea · January 22

@xoy99 said:

@propea said:

@MobileFizzer_VBMV6 said:

I don’t think it’s Fizz the problem

Of course, Fizz is the problem. Because, they VPN everyone using their Mobile Internet service into Québec. Thus having Québec regulations be applied to customers who don't fall under Québec jurisdiction. The other way around would also by true by the way.

The question is though, is it really in our customer interest to make a big deal out of it? Best case, Fizz would have to operate a more complex Internet backbone infrastructure, taking away some of their ability to offer plans at cheaper price points compared to the competition. Worst case, Fizz could decide to stop their service altogether in provinces other than Québec.

I think you should just contact support

That's exactly what I did, as mentioned in the original post. After doing meaningless troubleshooting, they told me they can't escalate the issue because my service is working.
I was asking if anyone knows a way to escalate this to their technical team.
I will also try again through the chat.

Did you try with a VPN?

Mark123_2024 · January 22

You might be in a region with poor signal.

propea · January 22

@Mark123_2024 said:
You might be in a region with poor signal.

That it not the issue. Its more complex than this

bjlockie · January 22

@MobileFizzer_VBMV6 said:

I don’t think it’s Fizz the problem

Of course, Fizz is the problem.

I don't think they can fix it.

bjlockie · January 22

@xoy99 said:
I'm pretty sure that in Ontario, Fizz runs on the Freedom Mobile towers (which they own) and when using a Freedom SIM

Not always,
The Fizz-Ext is Rogers towers I think.
I haven't seen a detailed technical explanation of what it does where.
You maybe be lucky enough to always use the Fizz network but I frequently can only get a signal with Fizz-Ext.

MobileFizzer_VBMV6 · January 22

@xoy99 said:
I'm pretty sure that in Ontario, Fizz runs on the Freedom Mobile towers (which they own) and when using a Freedom SIM, it already gives me an IP address geolocated in Ontario.

You forget though that Freedom Mobile's network infrastructure in Ontario and elsewhere predates its acquisition by Vidéotron. And thus so far, both networks continue seem to operate fairly independently as far as I can tell.

Also, Freedom SIM is not a Vidéotron SIM. A Vidéotron (and by extension Fizz) sim card's home network is 302 500. A Freedom Mobile sim card's home network is 302 490. Both also have a completely different set of roaming partners, they are essentially operating as two separate networks. Just happen to be owned by the same parent company.

The only real change as far as I am aware so far was the shutdown of 302 490 in Ottawa and surrounding areas. As Ottawa always had 302 500 coverage.

I don't think they can fix it.

Of course, they can fix it. But the question at the end is, is it worth the extra effort and investment to fix it? Which depends only how much of the customer base really notices and/or understands the issue.

MobileFizzer_VBMV6 · January 23

@bjlockie said:

@xoy99 said:

The Fizz-Ext is Rogers towers I think.
I haven't seen a detailed technical explanation of what it does where.
You maybe be lucky enough to always use the Fizz network but I frequently can only get a signal with Fizz-Ext.

Fizz EXT can be any of Bell, Rogers and Telus. Eastlink and Sasktel as well, I believe, if you happen to be travelling in those parts of the country. With Bell being preferred (at least on my sim card).

Fizz is either Vidéotron (Ottawa & Québec) or Freedom Mobile (anywhere else).

Knight_SV6NC · 1:46AM

Since everyone keep talking about Quebec being the problem I'm just wondering where in Ontario you are? are you close enough to Quebec that you could be using one of there towers?

MobileFizzer_VBMV6 · 1:56AM

That's not going to help. If Google geolocates you in Québec, it can't offer the service.
The problem is that on Fizz mobile data, you will always be geolocated in Québec, no matter where you are in the country. For example, I am in Toronto. And yet, geolocation is showing me in Wotton, Montréal or Mount Royal (well, I guess, that is also in Montréal), all in Québec.

Youtube not working on Fizz

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