Phillip
3:21 PM
Hi! This is Phillip with the YouTube and Play Music Support Team. I'm reading over your request now.
Phillip
3:22 PM
Hi! Am I chatting with Matias?
Matias
3:22 PM
Hello. Yes, I am Matias
Phillip
3:23 PM
I understand that you lost access to music streaming because your VPN is no longer working?
Matias
3:23 PM
Yes, recently my VPN connection is apparently flagged to wrong country.
Phillip
3:24 PM
We don't advise using VPN.
Phillip
3:24 PM
Where are you currently located?
Matias
3:24 PM
Finland, Kauhajoki
Phillip
3:24 PM
I see
Phillip
3:25 PM
Which app did you loose access?
Phillip
3:25 PM
Youtube music or play music?
Matias
3:25 PM
YT music and Youtube prerium features
Phillip
3:25 PM
I see.
Phillip
3:26 PM
Can you sync your Google account.
Phillip
3:26 PM
Since you are in Finland you don't need to use VPN to gain access
Matias
3:26 PM
Sync how?
Phillip
3:26 PM
Your subscription is active.
Phillip
3:26 PM
If you go to your phone settings.
Matias
3:26 PM
I am using VPN for security features not to bypass geolocation check.
Phillip
3:26 PM
Look for user / accounts
Matias
3:27 PM
I can use Youtube and music services normally without VPN.
Phillip
3:27 PM
Great.
Phillip
3:28 PM
Try restarting your device.
Matias
3:29 PM
The problem is Google thinks my VPN is located at country where Youtube premium isnt't avaible. I want my VPN connection to corrected to right country so I can keep using it.
Matias
3:30 PM
I have restarted my device multiple times.
Phillip
3:31 PM
What vpn are you using?
Matias
3:31 PM
Selfhosted with IP 95.216.173.178
Phillip
3:32 PM
Let me get you over to our play apps support for that.
Phillip
3:33 PM
Please do not disconnect.
Matias
3:33 PM
Okay.
Harry G
3:34 PM
Thanks for contacting Google Support. My name is Harry G.
Harry G
3:34 PM
Hi Matias.
Matias
3:34 PM
Hello Harry
Harry G
3:35 PM
I see that you have concerns about VPN services.
Matias
3:35 PM
The problem is Google thinks my VPN is located at country where Youtube premium isnt't avaible. I want my VPN connection to corrected to right country so I can keep using it.
My VPN is selfhosted with IP 95.216.173.178
Harry G
3:36 PM
I see.
Harry G
3:36 PM
Sorry for the inconvenience.
Harry G
3:38 PM
However Matias, Google strongly discourages the use VPN services.
Harry G
3:38 PM
Moreover, as Google support agents I am not supposed to comment on any third party apps.
Matias
3:39 PM
My VPN isn't causing any problems. Google thinks my VPN is at wrong country so I can't access the premium services.
Harry G
3:41 PM
Matias, does the country where you are currently located in has Google Music services?
Matias
3:42 PM
Yes it does, im located at Finland
Harry G
3:43 PM
Great. In this case, I would recommend you to turn off your VPN services to avail full benefits of Google Music.
Matias
3:44 PM
I'm not going to do that. If you can't correct my IP address to right location I'm going to unsubscribe from the Premium access.
Harry G
3:46 PM
Matias, Google discourages the use of any kind of VPN services.
Matias
3:47 PM
The problem would occur even without VPN because the IP location is wrongly determined by Google.
Harry G
3:48 PM
Moreover Martias, you see the issue with the IP address that you are facing is due to the use of VPN services.
Harry G
3:49 PM
What device are you using to avail the Google Music services?
Matias
3:49 PM
I'm using a phone.
Harry G
3:50 PM
Alright.
Harry G
3:50 PM
We have a new way to help you called screen share, and it will help me resolve your issue faster. Screen share lets you share your phone’s screen with me so I can see what you see.
Harry G
3:50 PM
I can’t control your screen, but I can highlight it and show you where to tap.
Harry G
3:50 PM
Your privacy is still our priority. During the session, you can pause and stop screen share anytime to hide any sensitive or personal information.
Harry G
3:51 PM
Would you like to try it out?
Matias
3:51 PM
No. I would like to get IP corrected to right country.
Harry G
3:53 PM
Matias, the issue that you are facing is due to the use of VPN services. May I know the name of the VPN app that you are using?
Matias
3:53 PM
Selfhosted openVPN
Harry G
3:54 PM
Oh, I see.
Harry G
3:54 PM
Sorry for the inconvenience.
Harry G
3:56 PM
As I earlier mentioned Google discourages the use of VPN services. I would recommend you to turn off all your VPN services and try using the Google music again.
Matias
3:57 PM
My server can't access youtube music Services as it its flagged to wrong country by IP.
Harry G
3:57 PM
If you still face issue availing the Google Music services, let us know.