Philips tv restricted access to Virgin Hub 5

[Mb17]

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. 

[Zach_R]

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,
 

[Cardiffman282]

See https://www.philips.co.uk/c-f/XC000014137/how-to-troubleshoot-issues-while-establishing-a-wireless-c... 

[Client62 · Accepted solution]

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

[Mb17]

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.

[Mb17]

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]

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]

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]

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]

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.