Virgin TV 360 will not record TV when using Hub in modem mode and my own router

[Wolranker]

I have been with Virgin Media for around 14 years and have been using my own router with the hub in modem mode for about 10 years. No issues have been experienced with streaming/on-demand apps through TiVo, YouTube/Netflix/BBC player and so on.

Recordings of series and individuals worked a treat, however, ever since updating to Virgin TV 360 I am no longer able to schedule a recording (I also had trouble with the setup, the app wouldn't download and update but I'll go over that later) and I am presented with an error "Recording failed - oops this isn't working right now. Please try again in a while" I also get this message in the Virgin TV Go app and after multiple attempts, nothing changes. I have successfully found a workaround by putting the Hub back into router mode (this is what I had to do to update to TV 360) but this is not how I want my setup as I prefer the configuration, security and WiFi range of my router. I have my security cameras configured through the router as the Virgin Hub does not have the required settings for these cameras and other devices to work correctly. 

Anyone else having similar issues or found a solution?

[japitts]

I use a V6 so can't help directly, but just for elimination purposes - your TV360 is using Quick Start/Active Start isn't it?

[Wolranker]

Yes it is on Fast Start

[nodrogd · Accepted solution]

If you are using your own router, V360 boxes require two things:

1) You must use VMs DNS settings.

2) The V360 must not be routed through a VPN.

The V360 Horizon servers work on an internal network that is not visible to, or accessible from the wider internet

[Wolranker]

This will probably be it as I do use personal DNS settings, I'll test and see what happens

[Wolranker]

You are correct with DNS

[Matthew_ML]

Thank you for reaching back out and letting us know Wolranker.

How has everything been since Wednesday, have you seen an improvement ?