IP and Mac Address no listed in the router conected items

Hi

I have a display screen that connects to my hard wire system in the house, no I know it works because i can access it from the software on the desktop.  the problem i have come across is that when I wanted to put the screen on a reserved IP address in case the router ever reboots and allocates a new IP to the screen the software will not be able to find it.so I went in to the router to set the screen IP to a static IP from a Dynamic in the router set up, and the IP and Mac address of the screen was not listed. I checked on the desktop to see if it was being recognised through the CND then using a ping to check if it was connected, it was the IP and the Mac address showed up as active on the network. I confirmed this with the ARP -a and it showed the IP and the Mac address. I then checked again in the router the screen was not listed, I called the tech support only to be told I had to pay a monthly subscription to get this problem resolved as it was my screen that was the problem and not Virgin Media. The problem was the router was failing to list all connected CAT6 equipment that was plugged into the router. Tech support had very little knowledge of the problem and was totally incapable of doing the job he was employed to do.

I would like to hear from any one that that had any similar problems with Virgin Media Routers and if they have solved the problem.