Connection issues
I can't connect to Surfshark I'm getting an error I can't send emails How to troubleshoot connection issues – unable to connect How to fix unable to connect issues on Windows How to fix unable to connect issues on Android How to fix unable to connect issues on macOS How to fix unable to connect issues on iOS
  1. Surfshark Customer Support
  2. VPN Guides
  3. Fix an issue
  4. Connection issues

How to fix connectivity issues on Fire TV stick

Updated:


In this article, you will learn different ways to fix connectivity issues on the Fire TV stick.

We will cover the following internet providers:

 

BT networks


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

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


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

    2.1. Ensure you're connected to the BT network, then open a browser.

    2.2. Enter your router's IP address in 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 and 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
    Device: choose your Fire TV stick
    Start Port: 80
    End Port: 51820
    Protocol: UDP or TCP

    2.6. Save the settings.
    BT_IPv6_pinhole.png

    2.7. Reboot your router, 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 solve this problem more quickly.

    You will find an option to send diagnostics if you open your Surfshark 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 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 suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store but from an external source.

    Check out our article on how to sideload apps on a Firestick.     

 

Virgin Media networks

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

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


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

    2.1. Log in to My Virgin Media 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. Then, 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 solve this problem more quickly.

    You will find an option to send diagnostics if you open your Surfshark 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 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 suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store but from an external source.

    Check out our article on how to sideload apps on a Firestick.     

 

Sky Networks

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

 

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


  2. Disable IPv6 on your router.

    2.1. Log in to the router. Type 192.168.0.1 in the address bar of a web browser, select Advanced, and log in with the username admin and password 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 solve this problem more quickly.

    You will find an option to send diagnostics if you open your Surfshark 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 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 suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store but from an external source.

    Check out our article on how to sideload apps on a Firestick.     

 

Other internet providers

 

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

 

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


  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 solve this problem more quickly.

    You will find an option to send diagnostics if you open your Surfshark 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 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 suggest side-loading the Surfshark app. That means installing the Surfshark app not from the Amazon app store but from an external source.

    Check out our article on how to sideload apps on a Firestick.     

You may also be interested in:

Was this article helpful?
Thank you for your feedback!