IP Issue

[FibreNova]

Hello,

I’m contacting you on behalf of Fibre Nova, a UK Internet service provider.

Since 23 August 2026, multiple unrelated Fibre Nova customers using our CGNAT service have been unable to play audio through Spotify.

One identified Fibre Nova CGNAT public egress address is:

149.106.163.106

We moved the same customer onto a different Fibre Nova public egress IP and playback immediately worked; returning them to 149.106.163.106 reproduced the failure.

Could you please escalate this case to your Network Engineering, Playback CDN or IP Reputation team and confirm:

1. Whether 149.106.163.106, or its surrounding IP prefix, is blocked, rate-limited or classified as a VPN/proxy network by Spotify or one of Spotify’s CDN/security providers.

2. Which Spotify/CDN endpoint is rejecting or timing out the playback request.

3. Whether the IP reputation can be reviewed and any erroneous restriction removed.

This is an ISP-wide network issue affecting multiple legitimate residential customers, rather than a problem with one Spotify account or device.

Please provide a case reference and escalate this beyond standard device troubleshooting.

[JBayudz]

Hello @FibreNova,

Thanks for reaching out to the community. I have escalated this thread for further review.

While waiting for a response, I'd recommend submitting this through Spotify Support and clearly stating that this could be an ISP-level playback failure affecting multiple residential customers, not a single-user issue. You can reach them through: https://support.spotify.com/contact-spotify-support/.

Edit:

A ticket is already created and the issue is now being investigated internally. We'll let you know once an update is shared.