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VM blocking Netflix on SH3

TLSmiley Very HappyR have had SH3 for a long time and it’s had the PUMA latency issues but it blocks all Netflix in Router mode.

I pay for VIVID200 and I think generally it achieves the speed but my ping monitor from TBB shows the same latency issues. This is very disappointing and why are Virgin Media still giving out obviously defective equipment to its customers?
I’ve been with VM since Telewest in 2004 and this issue seems the most pervasive by far.
I am almost committed to just cancel and get a more reliable FTTC connection, but this Netflix issue is like a final nail in the coffin.

It’s for my relative and they don’t normally use Netflix. Over the holidays I thought we’d fire it up, but out of four separate devices connected either wirelessly or via WiFi, nothing works.

I’ve rebooted the Hub. I’ve tried ping tests, trace routes and fast.com doesn’t even load.
Only when I set it to Modem mode and use my own router which uses Google DNS, can Netflix work.
So my question is, why in the world is VM blocking it and what gives you the right to do so?
Out of principle I wouldn’t want to continue using VM if this is something more than a temporary network issue (and even then it shouldn’t happen)!
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cje85
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Message 2 of 14
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Re: VM blocking Netflix on SH3

That definitely shouldn't be happening. Could you post a trace route to 62.255.44.2 (one of VM's Netflix servers) as it might show where the problem occurs within the network.

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Re: VM blocking Netflix on SH3

traceroute 62.255.44.2
traceroute to 62.255.44.2 (62.255.44.2), 64 hops max, 52 byte packets
 1  192.168.0.1 (192.168.0.1)  4.215 ms  3.666 ms  3.858 ms
 2  * * *
 3  http://hari-core-2b-xe-002-0.network.virginmedia.net (62.252.114.37)  15.504 ms  17.117 ms  14.914 ms
 4  * * *
 5  * * *
 6  * * *
 7  * * *
 8  http://manc-ic-2-ae0-0.network.virginmedia.net (62.254.42.118)  31.422 ms  44.665 ms  24.968 ms
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Re: VM blocking Netflix on SH3

Any suggestions?
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Superuser
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Re: VM blocking Netflix on SH3

My first thought is:

Don't jump to conclusions.

I've had a Hub 3 (I refuse to call them Super) since I was part of the initial trial, and at no point have I had trouble accessing Netflix.  So whatever the cause of your issue is, it's not the Puma Latency issues.

Here's my take on the same tracert

Tracing route to manc-netflix-cdn-02.network.virginmedia.net [62.255.44.2]
over a maximum of 30 hops:

  1    12 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    50 ms    15 ms    13 ms  perr-core-2a-xe-705-0.network.virginmedia.net [62.255.32.233]
  4     *        *        *     Request timed out.
  5    16 ms    13 ms    31 ms  manc-ic-2-ae0-0.network.virginmedia.net [62.254.42.118]
  6    17 ms    18 ms    12 ms  manc-netflix-cdn-02.network.virginmedia.net [62.255.44.2]

I'm in the Birmingham area so my tracert takes a different path to get to Manchester.

What I first notice:

Your tracert gets as far as 62.254.42.118 and then is dropped on the last hop.

This is normally indicative of an IP block at the destination end.  I would also point out three things.

1. You are more likely to connect to a Netflix server that's closer to your location. - For example I fired up Netflix myself and ran a Wireshark capture and showed a lot of traffic going to 62.253.88.2 as well as 62.253.88.0 - (The server used appeared to depend partly on what show was being streamed).

Here's a tracert to one of them:

C:\Users\timdu>tracert 62.253.88.0

Tracing route to 62.253.88.0 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    88 ms    14 ms    13 ms  perr-core-2a-xe-705-0.network.virginmedia.net [62.255.32.233]
  4    12 ms    11 ms    11 ms  62.253.88.0

By all means feel free to try a tracert to 62.253.88.0 - I'm guessing it will stop one hop short again.

2. Although the servers are on the Virgin Media network, it's ultimately Netflix who decide what IP addresses to block.

3.  Changing to modem mode and using your own router would have changed your public IP address.  Which would again reinforce the idea of this being an IP block by Netflix.

Based on the above, if this were my internet connection, I wouldn't be complaining to Virgin Media.  I would be contacting Netflix and complaining to them.  You will need to provide them your public IP in router mode so that they can check what's happening.  The quickest way to get this is to simply google IP when you are in router mode.

Tim

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Message 6 of 14
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Re: VM blocking Netflix on SH3

Thanks. I've contacted Netflix who said they don't block IP's and have asked me to contact VM to refresh the DNS.
I'm quite disappointed I actually can't set my own custom DNS on the VM Hub 3 :/
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Superuser
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Message 7 of 14
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Re: VM blocking Netflix on SH3

I'm about to have a rant, but please note that this is not directed at yourself.

I get so cheesed off with first line support agents who come out with such wonderful ideas as

contact VM to refresh the DNS

The things is that DNS deals with resolving a name to an IP address, however if we look at your tracert, which takes DNS resolution out of the picture we see that your packets are stopping short of their destination.

There are usually 2 possibilities here

1. IP block at Netflix's end. (I could do a search and find more than one thread where a company denies blocking a customers IP, only to find out later they are).
2. Routing issue on Virgin's end.

However routing issues don't often manifest on the last hop, and would still be evident when you changed your router.

Would you be willing to humour me and post a tracert to the IP address I used for the Birmingham CDN 62.253.88.0 ?

Tim

Edit BTW, No ISP will let you set DNS in their custom built kit.  You've only got to do a search for Sky or BT and "can't set DNS", to realise this. 

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Re: VM blocking Netflix on SH3

traceroute to 62.253.88.0 (62.253.88.0), 64 hops max, 52 byte packets
 1  192.168.0.1 (192.168.0.1)  4.139 ms  4.796 ms  2.602 ms
 2  * * *
 3  http://hari-core-2b-xe-002-0.network.virginmedia.net (62.252.114.37)  16.924 ms  19.788 ms  14.492 ms
 4  * * *
 5  * * *
 6  * * *
 7  * * *
 8  http://perr-core-2a-ae15-0.network.virginmedia.net (62.30.31.22)  28.765 ms  24.785 ms  34.952 ms
 9  * * *

It stops after that.
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Superuser
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Message 9 of 14
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Re: VM blocking Netflix on SH3

So lets face reality.

We now have two tracert's to two different Netflix CDN servers (Ignore the lack of reverse DNS on my trace, from my tests I'm 100% positive about the local CDN setup Smiley Wink).

In both cases my tracert completes whereas yours stops one hop short, (This is why I do comparisons BTW, they help me identify the most likely culprit).

So, contrary to what you were previously told by Netflix, it does indeed look as if they are blocking your public IP.  It's unlikely you'd have the same routing issue to two different IP address ranges.  If it was a routing issue, I'd expect the trace to terminate earlier.

So while first line at Netflix, might not be aware that they are blocking your IP address, I would ask that they escalate this further because it certainly looks like an IP block is indeed in place.

Alternatively, you could wait on here for Virgin to investigate (takes about a week for them to get to a thread), but they will most likely end up coming to the same conclusion.

Tim

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legacy1
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Message 10 of 14
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Re: VM blocking Netflix on SH3

Well you say you got Netflix to work with your own router so why not use that?

Have you tried setup google DNS on your device when in router mode?

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