Tv 360

[Sydneyp]

So I have the new the update from the v6 to the 360 I had the old one connect though WiFi to my 3rd party router, modem in modem mode, now all of a sudden with this new software I can't

connect them up keeps saying I'm not on the virgin servers anyone know how to fix this, is there a way of running them in tandem to help rectify this.

Thanks in advance 

[japitts]

There's no difference between the V6 & TV360 in connectivity requirements : It needs a VM broadband connection, although - lack of VM support aside - you can use the VM-hub in modem mode with your own router.

Are you able to put the Hub into router mode, with the TV360 connected directly? Just to prove that it is the router config and not something else.

At the same time - can you pot a picture of the "not on Virgin servers" error? Do other online functions work - OnDemand, streaming etc.

[Sydneyp · Accepted solution]

Spoiler

Thanks for response I will post picture when I get home later, I have the vm router in modem mode to a netgear night hawk, vm boxes work fine when the vm router is out of modem mode, when switch it will connect intermittently though WiFi and not at all when ethernetted to the vm boxes 

[Sydneyp]

It says, won't let me add photo as too much mb "you're connected to the wrong network. Please reconnect to your virgin media WiFi network."

[Ashleigh_C]

Hi there @Sydneyp

Thank you so much for your post and welcome to the community forums! 

I'm so sorry to hear that you have been facing this issue with your new TV service! 

I can see that you have spoken to our teams in regards to this and currently have an appointment booked, can I ask if you are able to let us know how things are looking after this time? 

Thank you. 

[Sydneyp]

No change in situation both boxes are useless if they are not connected directly to the vm router.

[Reece_MH]

Hi @Sydneyp,

Sorry to hear things still aren't up and running. To confirm, when you are testing the TV boxes via Ethernet, are you plugging this into your 3rd-party router rather than the Hub itself?

Unfortunately, we're limited to the support we can offer on 3rd-party equipment. From your messages regarding intermittent connection and no connection on the Ethernet, it does imply that the issue is lying with the router software and is blocking the connection, whether through a MAC Filtering process, or firewall.

Can you please check your router to see if there is a firewall or MAC filter that is preventing any handshakes or connection to our services?

Cheers,

[Sydneyp]

Fix has been found the vm hub does not need to be in modemmode to have a 3rd party router connected just connect straight to it as normal and don't change settings,  I have put them in tandem so that the virgin 360 can have access to the vm Internet directly and then run everything else of the router, no drop in speeds or signal so far.

[Carley_S]

Hi @Sydneyp

Glad to hear that you have found yourself a resolution that works for you. Normally it would be best to out our router into modem mode so that both routers are not broadcasting WiFi and possibly interfere with each other's parallel networks. If this though has worked for your own personal in home set up and you are happy that this has resolved your concerns, you can monitor the connections and let us know if you have any further questions or concerns.  

All the best

[Sydneyp]

 still working fine, I would have preferred to keep the setting as there where but due to the update to the 360 on the TV it did not allow me to watch any shows I just keep the rest of the house on the 3rd party router and the tvs on the vm modem