Troubleshooting

If your playlist link is "blocked" by your home internet

Some ISPs (like Xfinity and AT&T) have built-in security that sometimes mislabels our playlist URL as suspicious. It’s a false alarm. Follow the steps below to fix it yourself.

1) Quick check (30 seconds)

  • Turn Wi‑Fi off on your phone and open the link using mobile data.
  • If it opens on mobile data but not on Wi‑Fi, your home network is blocking it. Continue below.

2) Approve our site in your ISP app

Xfinity (xFi Advanced Security)

  1. Open the Xfinity app.
  2. Go to Internet → Advanced Security (or More → My Services → Advanced Security).
  3. Tap Threat/Blocked Activity and find our domain(s) listed below. Approve each one.
  4. Tap it and choose Allow / Trust / Approve.

If you don’t see it listed, temporarily turn Advanced Security off, try the link, then turn it back on and approve the alert when it appears.

AT&T (Smart Home Manager / ActiveArmor)

  1. Open Smart Home Manager.
  2. Go to Network → Security (ActiveArmor) → Blocked websites / Web Protection.
  3. Find our domain(s) listed below and select Allow Access / Approve for each.

If you don’t see an entry, temporarily turn Web Protection off, try the link, then turn it back on and approve the alert.

Domains to approve

  • proxy.smartcdn.org
  • members.tvpass.org

Tip: Menu names can vary slightly by app version. If you can’t find the exact screen, search in the app for Security, Advanced Security, Blocked, or Web Protection. If you’re unsure how to change these settings, contact your ISP’s support and ask them to unblock/whitelist the domain(s) above or to help you approve the site.

3) If it’s still blocked

  • Restart your modem/router (power off/on).
  • Change your DNS (on your device or router) to:
    • Cloudflare: 1.1.1.1 and 1.0.0.1
    • Google: 8.8.8.8 and 8.8.4.4
  • Try a different browser or Incognito/Private window.
  • If you use a phone, make sure VPN/Private Relay is off while testing.
  • As a test only, connect with a reputable VPN (e.g., Cloudflare WARP). If it works via VPN, it confirms an ISP block on your home network.

4) Still need help?

Send us:

  • A screenshot of the block/alert page
  • A photo of the screen showing exactly what you typed (server/login URL, username, password). This helps us check for typos or setting issues.
  • Your ISP (Xfinity/AT&T/other)
  • The exact link you tried.