If you see camera snapshots in the Home app, but live video streaming does not work, it means there is a routing issue between the iOS device running the Home app, and your Starling Home Hub - that is, traffic in at least one direction is blocked.
The usual cause of this is that your iPhone is connected to a VPN (for example, Cloudflare Warp), which effectively places it on an isolated network. As a result, the camera live stream from your Starling Home Hub will not be able to reach your iPhone. This is your VPN working as designed: to view your camera stream, you will need to disconnect from your VPN, or configure your VPN to exclude traffic to and from Starling Home Hub.
Alternatively, your router or firewall may be misconfigured. Please check your router settings to make sure nothing is blocking traffic between Starling Home Hub and other devices on your home network, in either direction. Starling Home Hub does not require or accept any incoming connections from outside your home network, but you must make sure that outbound connections from the hub to the Internet (TCP and UDP) are not blocked.
If you are sure your network is configured correctly but you still have issues, please contact Starling Support with a full description of the problem you are experiencing, along with your network configuration.