Why can't I access my streaming service anymore with a native protocol?

Please keep in mind that unblocking streaming services is an ongoing process, since most platforms actively block VPN services. While it is not unlawful to watch content you subscribed to from outside the country you usually live in, many providers nonetheless try to keep the content they stream to specific regions. To this purpose they blacklist VPN server addresses and don't deliver streams as soon as they detect a known VPN address.

In short, this is the usual process, so you can understand, why providing access to foreign streaming services is sometimes difficult:

  1. After some time of operation any streaming service reacts (or gets forced to react by the content industry) to the fact, that users outside the respective provider's own region or country access their content and starts to block users from those countries or regions on the base of their IP addresses.
  2. Those blocked users then switch to a VPN such as CyberGhost. A CyberGhost server of a respective country is physically located in that country, camouflages the IP address of a user and exchanges it with a address of the country or region the respective streaming provider is located in.
  3. For some time most services widely ignore the usage of VPNs, since users from abroad usually do have a subscription, but sooner or later the respective platform gets forced by the content industry to block users from other regions again.
  4. Since it's not obvious, from which country a user is, the streaming service starts to block addresses of VPN servers instead, assuming that everybody, who uses their services through a VPN, is visiting from abroad
  5. The respective VPN service reacts by exchanging IP addresses of blacklisted servers with fresh ones and both parties start a cat and mice race.
  6. Since both parties rely on IP addresses for their services and the blacklists grow (a server available yesterday might be blocked today), users today have a hard time to find a not blacklisted server and are forced to try different servers each time they want to stream, many times to no avail.

If using the CyberGhost VPN client for Windows, iOS, or Android, CyberGhost itself offers a regularly updated list of supported platforms, which means that, if a service is not on the list, it lacks at the time being a none blacklisted server.

If you use a native protocol, e. g. on a media center device in your living room, you need to enter a single server address, which makes it more difficult for you to find a working connection. For better results, please follow this short guideline:

  • If you have access to a CyberGhost client version 6 and above please click on the 'Unblock Content' profile and check, if the streaming service you want to connect to is on the list and, if so, if the country you want the service to be located in, is also available. This gives you a pretty clear picture, if the service would run with CyberGhost in general. Of course it might also be, you want to connect to a service that has never been part of the list at all, but in general this step goes for all big major streaming services worldwide.
  • Now that you know the country, visit your account management and configure your native connection. After choosing the respective country, note down the server address and enter that address into your device. Please note that this server address is a general pool address, not a specific one. (By using a general pool address you make sure, CyberGhost can assign the best server available, which results in better streaming speed.)
  • Start the connection on your respective device.
  • If the general server pool address works, fine.
  • If the general server pool address does not work (the general pool address doesn't allow CyberGhost to automatically assign a not blacklisted server), you need to replace the general pool address with a specific single server address. Unfortunately you need to check on each single server located in the respective country, until you find a working one.

Any way I can help?

Sometimes a streaming might fail not because of a blacklisted server, but because of other measures, such as the language of your browser and/or the Operating System.Then the following measures might help:

  • Change your browser's GUI language in respect to the country the streaming service is located in
  • Change your Operating System language in respect to the country the streaming service is located in
  • If your browser allows to block tracking, activate that option
  • Deactivate IPv6 
  • Delete browser cookies and cache
  • Start your browser in incognito mode

Want a refund?

What if the one streaming service was the only reason you bought a CyberGhost subscription? Well, first we'd like to ask you to think twice. CyberGhost is full of advantages to make your daily life in the web way more save and private than without it.

If you still want to leave you have the following possibilities:

  • Money back guarantee: If you just recently bought a CyberGhost subscription contact your dealer and ask for a refund. CyberGhost has a 30 days money back guarantee.
  • Pause payments: If you don't have any other reason to use CyberGhost than streaming, but still want to wait and check back later, if the service you want is on air again, you can pause your subscription in your account management. For that open your account management, move to 'My Account > Subscription' and click on 'Cancel subscription', which will actually pause it. Pausing your subscription means, it will work until the next payment date, but you don't have to pay for the months (or years) to come, until you reinstate your subscription (the payment pause starts the beginning of the next month/year). Obviously this step makes more sense with a monthly subscription than with a yearly subscription.
  • Cancel subscription & delete account: If you don't want to use CyberGhost anymore, you can cancel your subscription for good. For that enter your account management, move to 'My Account > Subscription' and, as above, click on 'Cancel subscription'. Then scroll down a bit and click on 'Delete Account'. Please note that cancellation and removal will take place immediately and that there will be no refund of any remaining runtime.
  • Refund: CyberGhost usually doesn't give any refund, if the service has already been used for longer than one month, but of course is willing to discuss any reasons for making a single exception. If you think you have a good reason, please contact support via your account management, create a ticket and explain, why you think a refund would be necessary.
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