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You've exceeded the maximum number of attempts. Please try again in 30 minutes. ELI-1025

jasondean
jasondean Posts: 69 Contributor
edited 12:44AM in Individual TV Network Apps

I can log onto my Watch Spectrum TV app as well as your web site. Why would the authentication break when I try to log onto Gotham Sports app? I'm lucky if I can gain access about 50% of the time. What good is TVE if you can't log in?

And before you ask… I never tried to log on prior to the FIRST attempt when this failure message appeared. I don't want to cast from my phone to my TV. And this wouldn't be as much of an issue Spectrum simply released an Android TV app!

Answers

  • Satch
    Satch Posts: 6,180 Contributor

    Hello @jasondean,

    Your Spectrum package must include MSG or YES Network to qualify to download Gotham Sports the app through Spectrum. If you have a qualifying package to watch through Spectrum, I would recommend uninstalling and than reinstalling the Spectrum app. There might be a bad cookie or something of that nature causing that bogus error message. Here are steps:

    Gotham Sports isn't a channel on Spectrum but a streaming app that combines content from MSG Networks & YES Network (Yankees, Knicks, Nets, Rangers, Devils, Sabres). If your Spectrum package includes MSG or YES, you link your Spectrum account to the Gotham Sports app (free download) for full access to those channels' games. If not, you must buy subscriptions directly through the app, with options like monthly/annual plans or single-game passes.

     How to Get Gotham Sports with Spectrum:

    1. Check Your Package: Ensure your Spectrum TV plan carries MSG Networks and/or the YES Network.
    2. Download the App: Get the Gotham Sports app on your smart TV, phone, or device.
    3. Link Your Account: Open the app, create an account, and use the "Connect with TV Provider" option to sign in with your Spectrum username and password.
    4. Watch: You'll get access to the games and content from the networks included in your Spectrum subscription. 

    If this fails, I would suggest contacting the Gotham Sports Help Center. (Link below) Let them know that you have uninstalled and reinstalled the app.

    If that fails, it could be a reliability issue with Spectrum TV and the Gotham Sports app, which you would need to mention is still causing error messages after doing the above steps. If this applies to you, post screenshots so that the issue can be escalated appropriately.

    https://support.gothamsports.com/

    Satch

  • jasondean
    jasondean Posts: 69 Contributor
    edited 3:34AM

    Hey Satch… I guess I should have stated the obvious rather than have you cut and paste that above. Yes, of course I have the requisite package and Gotham Sports is included in what I'm entitled.

    #2 I also tried this on a desktop computer and tried to log onto with the same credentials as when I log onto Spectrum.net. It's not just the app… it's the authentication process between Gotham and Spectrum. As the SPECTRUM dialog is what's failing, I focused on SPECTRUM as the one who can solve it.

    #3 - I was able to use Verizon FiOS credentials from a relative's account with absolutely no problem whatsoever.

  • Satch
    Satch Posts: 6,180 Contributor
    edited 5:13AM

    Hey Jason!

    Thanks for the update! Yea, often we have to go through the obvious to make sure something is not overlooked because we don't know the background knowledge of the user. But it is clear that you have experience and have done the obvious basic things already.

    Post your State, City, and Zip so that Spectrum can begin to investigate this obvious reliability communication-relay problem, which needs to be escalated. A Spectrum employee in a market with those channels would need to download and investigate the log in issues on applicable devices. Sounds like you are only getting about a 30% reliability rate when you log in to Gotham Sports through Spectrum. This is a communication relay problem between Spectrum and Gotham's Sports servers.

    These things might take a while to fix. But getting a Spectrum rep in New York to test this issue with Gotham Sports, and see the problem on their end should get a troubleshooting ticket open.

    Satch

  • Jilliana_M
    Jilliana_M Posts: 245 ✅ Verified Employee Moderator

    Hey @jasondean ,

    Thank you for bringing this to our attention. I am sorry to hear that you are experiencing an issue when attempting to login to our Spectrum TV app and we are more than happy to assist. Having said that, I was able to access your account using the information you provided during registration, and I am not showing any related issues in our system at this time. The error code ELI-1025 you are receiving, indicates that the associated username to the account is temporarily locked due to many failed attempts at logging in. This lock will typically lift after about 15 minutes. Once lifted, we strongly encourage you to select the forgot password option and reset your password. If the account locks again, the elapsed time will increase by 15 minutes. Please let us know if further assistance is needed. We are here for you 24/7.

    @Satch, Thank you so much for sharing that information. We truly appreciate you!

    We are unable to assist with the access to third party streaming apps. Should anyone require assistance with logging in, we encourage them to reach out to the network directly for assistance.

  • jasondean
    jasondean Posts: 69 Contributor

    Service is in Brooklyn, NY 11209. As I've stated, I don't have the same issues when using other provider credentials but my experience with Spectrum and Gotham is probably about the 30% you indicated. The problem is that I'm successful when it's not "urgent" (not specifically trying to watch a game) but can't get in when the game has started.

    I was able to successfully log in right now (8:36 am on a Sunday). I can understand if there's a brute force attempt to login with my account but there's no information available to indicate where these failed attempts are located. It's even more frustrating when I'm actually at the service address and simply trying to watch a secondary game on a non-TV device (Android TV, PC, tablet, etc.). You know the IP address and the infrastructure it's tied to. It should be easier to identify a legitimate account. The funny thing is the error message doesn't indicate "Bad password" so I'll assume the credentials are valid. If that's the case, this is exactly why MFA/2FA should fix the situation. How about something like my e-mail provider has a page where I can view all my logins and determine if there's an issue?

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