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Re: Netflix problems

I’m having the same problem. No problems over 4g and all other streaming services are working fine with VM (connected via Ethernet and WiFi).

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Re: Netflix problems

I also have this problem, starting today. Watching on 4G ok. Have tried restarting Modem, checking router settings, all things I can think of, so far no joy. I have checked Virgin Media Broadband Status and Netflix Status also - no issues reported.
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Re: Netflix problems

Hi, 

I'm sorry to hear that you're both having issues accessing Netflix whilst on your Virgin Media broadband connection. So that we can investigate this further could you please provide the following information;

  • Make and Model of device you are using
  • Operating System version the device is running
  • Is this affecting multiple devices connected to your Virgin Media Broadband
  • Do you experience the same problem whilst connected to an alternate Wifi source
  • If possible please provide a traceroute to Netflix and another site (This would need to be done via a PC or Laptop)

Thanks

Lucy_B

Moderator

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Re: Netflix problems

Make/model/operating system:

Multiple ipads/iphones - IOS 13.2.3
Fire TV - OS 5.2.7.2
Apple TV - tvOS 13.2
Basically every device in the house hold including the v6 box are unable to stream content from Netflix.

Connecting to another Wifi source, results in a stable working connection.

traceroute to netflix.com (52.210.221.246), 30 hops max, 60 byte packets
1 _gateway (192.168.0.1) 3.242 ms 3.328 ms 4.087 ms
2 10.17.128.1 (10.17.128.1) 20.609 ms 20.483 ms 21.396 ms
3 croy-core-2b-xe-703-0.network.virginmedia.net (62.252.14.157) 21.331 ms 21.624 ms 21.578 ms
4 * * *
5 tcl5-ic-6-ae0-0.network.virginmedia.net (62.254.85.66) 29.440 ms 32.847 ms 33.677 ms
6 52.46.167.150 (52.46.167.150) 34.074 ms 19.859 ms 21.401 ms
7 54.239.100.28 (54.239.100.28) 17.626 ms 54.239.100.128 (54.239.100.128) 35.401 ms 54.239.100.148 (54.239.100.148) 30.551 ms
8 54.239.100.163 (54.239.100.163) 25.551 ms 54.239.100.137 (54.239.100.137) 24.963 ms 54.239.100.157 (54.239.100.157) 29.934 ms
9 54.239.42.107 (54.239.42.107) 40.874 ms 35.855 ms 176.32.106.242 (176.32.106.242) 41.343 ms
10 54.239.42.177 (54.239.42.177) 39.873 ms 52.93.128.156 (52.93.128.156) 44.779 ms 52.93.128.158 (52.93.128.158) 45.364 ms
11 * * *
12 52.93.6.128 (52.93.6.128) 35.850 ms 52.93.6.172 (52.93.6.172) 33.455 ms 52.93.6.150 (52.93.6.150) 28.875 ms
13 52.93.101.19 (52.93.101.19) 29.903 ms 52.93.101.51 (52.93.101.51) 28.128 ms 52.93.101.53 (52.93.101.53) 34.909 ms
14 52.93.101.8 (52.93.101.8) 31.468 ms 52.93.101.34 (52.93.101.34) 32.801 ms 52.93.101.58 (52.93.101.58) 29.640 ms
15 52.93.7.59 (52.93.7.59) 34.285 ms 52.93.7.73 (52.93.7.73) 45.933 ms 52.93.7.57 (52.93.7.57) 47.281 ms
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traceroute to bbc.co.uk (151.101.0.81), 30 hops max, 60 byte packets
1 _gateway (192.168.0.1) 3.110 ms 3.978 ms 4.748 ms
2 10.17.128.1 (10.17.128.1) 26.779 ms 25.660 ms 26.954 ms
3 croy-core-2a-xe-704-0.network.virginmedia.net (62.252.14.61) 27.472 ms 27.721 ms 27.718 ms
4 * * *
5 eislou2-ic-2-ae0-0.network.virginmedia.net (62.254.84.62) 33.916 ms 32.157 ms 33.466 ms
6 * * *
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Message 5 of 24
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Re: Netflix problems

It seems like everyone having this issue is having their traffic rerouted to the US for some reason. It could be normal but did you try reaching out to netflix in order to gather more information about this issue? If you haven't, I suggest that you do and then let us know what they've told you.

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Message 6 of 24
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Re: Netflix problems

Doing a traceroute via 4G tethering seems to go out to the same ip block, however my phone is able to connect to Netflix without issue (on 4G).

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Re: Netflix problems

Hi All,

Thank you for your patience whilst this was investigated and also for supplying those details requested. 

I just wanted to let you know this issue has now been raised under the fault reference: F007627652.

We are working to resolve the issue as quickly as possible and apologise for any inconvenience caused to those customers affected.

Thanks

Lucy_B

Moderator

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Message 8 of 24
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Re: Netflix problems

I am also having this issue too (started Thursday evening). I’ve just spent an hour on the phone with Netflix. Apparently they are having multiple reports of this issue from Virgin Media users. My impacted devices:

iPhone iOS 13.2.3

iPad iPadOS 13.2.3

Apple TV 4K tvOS 13.2

interestingly Netflix is working via the browser on my Mac running Mojave 10.14.6, it can stream shows but multiple images are missing from the Netflix home page, my list, etc.

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Re: Netflix problems

I assume that the browser in question is Safari?

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Re: Netflix problems

Yes, sorry, should have mentioned that. Latest version of Safari that is compatible with Mojave.
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