Strange issues with Netflix playback

[chhanthony]

Hi,

I have a very strange issues with Netflix playback, I am using the Virgin Media Hub 4 as modem mode and connect with my Linksys router, they work perfectly until this September. When I watch the Netflix with the Dolby Vision format, it only display SDR REC709 8 bit, but if I connect the VPN (UK or any other countries), it will play Dolby vision properly (the same titles), If I discounted the VPN and play again, it only display SDR again.

I tried my Sony TV, AppleTV, SheildTV and Panasonic UHD Blu-ray player, they all react as same.

I contacted the CS of Netflix, they asked me to connect the Sony TV with my mobile phone hotspot, then it can play the content with Dolby Vision again.

I then call Virgin Media CS addressed my issues, I request they assign me a new IP address, the CS said the can’t do that, as the IP was came with the Hub, they have to change the Hub to renew the IP, she said she can send a technician to fix if there is anything is broken, but if they find there is not Virgin Media’s fault then I have to pay £35 for that visit.

Today VM technician came and not surprise he said he can’t do anything as it is not VM’s problem and he refused to replace a new Hub to me as the existing Hub has no issue.

I tried to set the hub return to router mode, the Netflix could play in Dolby Vision mode again, but once change it back to modem mode the issues come back.

I tried power off the Hub 10 minute, hard reset and then turn it on again, but still can’t solve the problem.

Is anyone face the similar problem as me?

Thank you very much!

Anthony 

[Client62]

I don't see this as an ISP related issue.

When you enable / disable VPN are you rebooting the device that runs the Netflix app
to ensure it re-detects the Public IP's location ?

[chhanthony]

Hi thank you for your reply.

I have checked the IP (public) every time I connect/disconnect the VPN, I am quite sure the Netflix was blocked the VM IP.

[Client62]

That makes no sense, a blocked VM IP would result in not playing Netflix which is not what you are reporting.

What I don't read is you logout of Netflix before the VPN is enabled or disabled.

[chhanthony]

Hi

That’s why I said my case is very strange.

I have to logout and login every time I switch between connect with or without VPN.

[g0akc]

I'm a bit rusty, so forgive me if I get this wrong;

• If you are using the VM hub in modem mode, the public IP address you have been assigned is 'sticky' to the MAC of your Linksys router, not the hub. It may change over time. The IP address is assigned by kit in the VM network 'tied' to your router's MAC address.
• Can you change the MAC address of the Linksys router (clone)? - does that result in a new public IP address, and does it cure the issue?
• You can try putting your VM Hub into router mode, and temporarily taking your Linksys router out of the connection - this should also result in a different public IP address - does this fix the Netflix issue?
• I'm guessing that the different behavior when using a VPN is due to the different routing of the Netflix content - with a VPN it won't be coming off the VM CDN - that might well be where the issue lies (with the VM CDN - guess they use Akamai, but I'm not sure/can't recall).

Try these things and let us know.....

Edit - OK, so I now saw that you tried the Hub in router mode already (I missed that bit) so what I have put above may be nonsense - presumably the public IP address had changed - there might however still be a CDN issue?

You can still look and see if you can change the MAC on your router and see what that does.

[Client62]

"I have to logout and login every time I switch between connect with or without VPN."

That is exactly what I would expect to be the case.  

Imagine what would happen if we enabled / disabled a VPN & changed Public IP + Country in the middle of an online banking session, Barclays or HSBC et al would see that as a massive red flag, a good reason to terminate your session and log it as suspicious event that occurred on your account.