Forum Discussion

Mb17's avatar
Mb17
Joining in
4 months ago

Philips tv restricted access to Virgin Hub 5

We have recently had the virgin hub 5 fitted. When connecting 2 of our Philips TVs we get a Restricted Access message. The tvs and programs we try running are buffering each time we try to watch live football any ideas.

The other tvs in the house connect to Hub 5 without any Restricted Access message. The service we used before this was not a Virgin Hub 5 and we had no problem with any of the tvs no restricted access messages. 

The router is pushing out plenty but there seems to be some sort of bad set up between the router and tvs. 

  • Client62's avatar
    Client62
    3 months ago

    Is it the Philips TVs or some form of "non-commercial programs" that are reporting the Restricted Access ?

  • Zach_R's avatar
    Zach_R
    Forum Team
    3 months ago

    Hi Mb17,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm sorry to hear you're having some trouble with connecting two of your smart TVs to the router and broadband service. To clarify, other smart TVs in the home connect without issue? Are the impacted TVs the same model as one another and different to the ones that do connect and work?

    Thanks,
     

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      Hi Zach. We have a Philips tv in the bedroom and in the conservatory. Both these tvs have the message Restricted access no other tvs give this message and connect ok. I logged into the Hub 5 and the tv ip address is not shown on the connected items list as if the DHCP is not allocation these tvs correctly. Ive tried port forwarding  does not work even with the channel optimisation disabled. Virgin say there is nothing wrong but I think the Hub 5 is the problem as it never happened on the last hub.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Is it the Philips TVs or some form of "non-commercial programs" that are reporting the Restricted Access ?

  • Mb17's avatar
    Mb17
    Joining in
    3 months ago

    The restricted access message comes on the tv screen during the process of logging into the Hub 5. You put the password in click connect and the message comes on. I click confirm and we do have internet on the tv but watching anything live ie fooball it buffers more than it plays. In the conservatory on my phone Im getting around 470 mbs so the router is working. As stated to Zach I think its the router not allocating correctly as there no tv ip address shown on the connected items list.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Given the Restricted Access problems started with the arrival of the Hub 5, this hints loudly the Philips TVs are not compatible with the Wi-Fi 6 aka 802.11ax signal from the Hub 5.  If this is the case, these TVs would join many IoTs / older laptops / CCTV cameras etc that have also failed work with the 2.4GHz Wi-Fi 6 of the Hub 5.

    A work around is to use a dual band Wi-Fi Repeater to recreate much more compatible 2.4GHz Wi-Fi 4 and 5GHz Wi-Fi 5 signals, i.e. exactly would have been provided from VM Hub 3 or Hub 4.

    The Wi-Fi Repeater that has worked successfully in this role is : TP-Link Wi-Fi Range Extender AC1750
    Buy from a retailer or online where there is a good returns policy.

  • Mb17's avatar
    Mb17
    Joining in
    3 months ago

    Hi. Thank you for the information Virgin did send me one of there extender pods and I have 3 BT wifi extenders in various locations. All the BT extenders are shown on the connected items list. One tv is less than a year old Im thinking of buying a different router the if the Hub 5 has compatibility issues.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    That is quite a pile of relevant information to have omitted from the original post.

    Try having your TVs connect to one of the BT Wi-Fi repeaters. 
    If possible try via a network cable to see if that solves the issue.

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      Sorry for not giving the complete and full information but the end product of either BT of Virgin have no difference. When connecting to any of the tvs there is two connections available.The BT wifi repeaters and the Virgin router. I connect to the tv to the Virgin router I get the restricted access message and connecting to BT repeaters I also get the same restricted access message. I will try a hard cable from the router to the tv and connect again as your suggested. Thanks I appreciate your effort and time communicating. 

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        3 months ago

        Have you tried resetting the TV's back to factory settings?  It could be the TV's are hanging on to an older IP setup from the previous Hub.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    I wonder if there is a clue in the TVs are missing from the Connected devices.

    Have you tried a manual IP allocation on the TVs E.g. 192.168.0.240 for one and 192.168.0.241 for the other
    this way the TVs would not be dependent on the Hub 5 DHCP response.

    The rest of the connection would be along the lines of :
    Mask 225.225.225.0
    Gateway 192.168.0.1
    DNS1  8.8.8.8
    DNS2  8.8.4.4

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      That sounds like a great idea. Im not quite sure how to do that but will investigate later today thanks again 

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      Hi. I tried changing the manual allocation on one tv first. I went into network configuration where DHCP and Static IP are shown. In the DHCP setting there is no way shown to modify the tv IP address but a message in the next column stating advanced users can set up your network with static IP. Nothing to lose so I clicked on Static IP this highlighted Static IP configuration which is not highlighted in DHCP. I added the IP as you told me but the DNS1/ 2 will only let me keep the numbers in each section ie no single 8 could only be 2 or 3 numbers. So I tried it all 888 and 88. I checked on the router in connected items the new IP was not show. I opened DHCP and its listed there but a message on the tv said the tv wifi is connected to the router not not to the internet. I put it back to DHCP and wifi in now connected again. Im going to hard wire and see what happen then. Cheers

      • Mb17's avatar
        Mb17
        Joining in
        3 months ago

        Hi. I just tried using ethernet router to tv and not good news. I connected the tv to the wired service and looked at the tv internet setting it showed wired as should. When I connected i got no message stating restricted access. I tested the wired speed using fast.com and im only getting between 70 and 145 mbs on the tv so the signal going to the tv is struggling with compatibility or something. I took the wired connection out of the router and went back to wireless. I have to log the tv into the wireless again and checking internet speeds on various sites with my laptop Im getting around 220mbs in the same area as the tv. Wish we had never gone to the Hub 5. 

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    The VM Hub Connected list only shows items that have accepted a DHCP IP.
    Static IP will not be shown.   But DHCP failures are also not shown.
     
    I do not understand the inability to replace the existing DNS numbers ( is there another manual DNS option )
    but if 2 or 3 digits are needed OpenDNS is 208.67.220.220 and 208.67.222.222

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      Hi. If it's ok to add the tvs under the static Ip address I can try this as stated before there is no facility to alter anything under DHCP at my level. Thanks again I will try.

      Ps. I spent 1.45 hrs talking to Virgin on the phone. I was passed to 5 people in india with bad communications because its in India. Ever person I spoke to had there own computer therefore I had to provide login information at the start and another 5 times waiting times are terrible. 

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      Hi In DHCP mode IPv4 DNS1 is 194.168.4.100 and DNS2 is 194.168.8.100. Change to Static IP mode and the 1 in 194/168 numbers remain constant in DSN1 and 2 that 1 cannot be changed so I cant add 208.67

      Thanks again 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        3 months ago

        Hey MB17, thank you for reaching out and a warm welcome to the community.

        I am sorry to hear you are having some issues connecting your TV to the HUB5.

        Please can you advise what model you Phillips TV you have?

        Has it ever connected at all, then maybe it has dropped out? 

        Have you checked to see if the the TV is on restricted access at all? 

        How far is the router from the TV? 

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    3 months ago

    Might we be in WPA2/WPA3 territory?  What was the setting when you first tried to connect wirelessly?  And does that setting match the setting inn the Hub?

    • Mb17's avatar
      Mb17
      Joining in
      3 months ago

      Hi Thank you for the input the tvs are set to WPA/WPA2PSK and the router is WPA2-PSK