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Netflix sign-in issue on Tivo V6

Netflix won't sign-in on Tivo v6 and although we can sign-in on other devices, none of the content renders correctly and can't play stuff.

Yet we can sign-in and play content over 4G.

Have restarted the SuperHub and turned off the firewall, to no avail.

Is there a general service issue?

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Re: Netflix sign-in issue on Tivo V6

Hi DavidCombes,

 

Sorry to hear of the Netflix issues. Are you using the app or the channel please?

 

Have you tried this on the TV box as well - Home, Help and Settings, Settings, Network, Connect to the Virgin Media service now

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Netflix sign-in issue on Tivo V6

Coming back to this after a couple of months, as we've been given a Netflix voucher which we can't use due to the ongoing issue!

In summary:

  • All wired & wireless devices that go out through the Virgin SuperHub3 (including Tivo V6, TV, BlueRay, laptops, mobiles, etc) fail to render Netflix correctly (I can login and choose who is watching, get the grid of content, but there are no images and programmes do not load/ play).
  • By contrast, if I connect laptops to 4G via a phone hotspot, Netflix renders correctly and plays content.
  • Changing the DNS settings on the laptop when connected to the SuperHub to use Google DNS (8.8.8.8) instead of the default Virgin DNS (194.168.4.100/ 194.168.8.100) makes no difference.  Yet, setting the DNS to Google when connected over 4G works fine.
  • ALL DEVICES (and Hub) have been fully powered down and restarted between tests.

This implies that the issue isn't the VirginMedia DNS servers (which is hinted at by Netflix guides).

  • I spent 1.5 hours on the phone to VirginMedia front line support who suggested this is a Netflix issue.
  • I spent 2 hours on the phone to a Netflix engineer who reckons this is a VirginMedia issue!
  • One of them must be wrong!!!

A couple of other observations:

Bit of background that may have a bearing:

  • A previous occupant of the house successfully watched Netflix using their own account on their laptop, and our Tivo V6 was setup with their account details.
  • Since their departure from the house two years ago, we haven't used their Netflix account on the Tivo or other devices.
  • Last October, the Virgin SuperHub was replaced.
  • Only in the past couple of months have we attempted to use Netflix on our own account.

As all other services (Tivo channels, BBC iPlayer on laptops and Tivo, other websites, etc) work perfectly, my suspicion is that these issues may relate to the change in SuperHub connected with Netflix 'anti-fraud' detection that doesn't like the change in SuperHub - is this a possibility?  Any other tests I can conduct to prove this is a Netflix issue and not a VirginMedia issue?

Many thanks for any advice!!

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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

Update having spent another 2 hours with Netflix support:

  • Resorted to going through same tests as last week, with the addition of Factory Reset of the SuperHub router, and even with no other device (wired or wireless) connected to the router, we had exactly the same symptoms.
  • Had to agree with Netflix engineer's conclusion that this must be a Virgin Media issue.

So please can someone at VM escalate this issue to VM 3rd Line Network Support for detailed investigation before I write a strong complaint to both VM and Netflix for failing to cooperate on solving this issue - thank you.

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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

I now have definitive proof that this is a VirginMedia issue, although it's impossible to persuade the Telephone Support people of that and am waiting for a 'manager' to ring me back before they will contemplate escalating this to Network Engineers who know what they're talking about!

PLEASE can someone at VM pay attention and task your Network Engineers to sort this.

Spoke to my neighbour who is also a VM customer and successfully uses Netflix.

Attached to their home network using my laptop and successfully played Netflix content using our Netflix account!  So no issue with our Netflix account over VirginMedia Broadband on their connection!  These two traceroute results to the Netflix image repository prove the point.

First, failed tracert using our home network:

tracert -w 4000 -h 50 occ-0-2902-784.1.nflxso.net

Tracing route to occ-0-2902-784.1.nflxso.net [151.99.109.19]
over a maximum of 50 hops:

  1     2 ms     3 ms     2 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    12 ms    10 ms     9 ms  hari-core-2a-xe-002-0.network.virginmedia.net [62.252.114.25]
  4     *        *        *     Request timed out.
  5    15 ms    23 ms    13 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
  6     *        *        *     Request timed out.
  7    14 ms    15 ms    12 ms  uk-lon01b-ri1-ae23-0.aorta.net [84.116.135.30]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.
 31     *        *        *     Request timed out.
 32     *        *        *     Request timed out.
 33     *        *        *     Request timed out.
 34     *        *        *     Request timed out.
 35     *        *        *     Request timed out.
 36     *        *        *     Request timed out.
 37     *        *        *     Request timed out.
 38     *        *        *     Request timed out.
 39     *        *        *     Request timed out.
 40     *        *        *     Request timed out.
 41     *        *        *     Request timed out.
 42     *        *        *     Request timed out.
 43     *        *        *     Request timed out.
 44     *        *        *     Request timed out.
 45     *        *        *     Request timed out.
 46     *        *        *     Request timed out.
 47     *        *        *     Request timed out.
 48     *        *        *     Request timed out.
 49     *        *        *     Request timed out.
 50     *        *        *     Request timed out.

Trace complete.

Second, tracert when same laptop connected to neighbours network:

tracert -w 4000 -h 50 occ-0-2902-784.1.nflxso.net

Tracing route to occ-0-2902-784.1.nflxso.net [151.99.109.19]
over a maximum of 50 hops:

  1    56 ms    10 ms    10 ms  TP-SHARE [192.168.0.1]
  2     *        *        *     Request timed out.
  3    23 ms    34 ms    12 ms  hari-core-2b-xe-002-0.network.virginmedia.net [62.252.114.37]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    20 ms   235 ms    16 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
  7     *        *        *     Request timed out.
  8    22 ms    61 ms    22 ms  uk-lon01b-ri1-ae23-0.aorta.net [84.116.135.30]
  9    30 ms    22 ms    36 ms  213.46.174.14
 10   122 ms    76 ms    50 ms  149.3.183.61
 11   203 ms    57 ms    47 ms  ibs-resid.milano1.mil.seabone.net [93.186.128.103] 
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14    64 ms    65 ms    47 ms  151.99.109.19

Trace complete.

Would really appreciate some assistance with this!

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Message 6 of 11
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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

This may not be relevant to your problem which does look different to mine - but might be worth checking out. When you installed the V6 was your Hub in "modem mode" and had "childsafe" turned off in your VM Web account?
I made that mistake a year or so ago (long thread on here somewhere) and it doesnt work. I had to put the Hub back into router mode and put childsafe "on" and then restart the V6 after unplugging it for 5mins to get the first connection to Netflix for it to work. After that I switched childsafe off and went back to modem mode and all has been hunky dory ever since.
If it doesnt apply to you just ignore me.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 7 of 11
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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

Thanks for the suggestion; I had seen that discussion whilst trying to find a solution.

However, I have never used Modem mode or touched the Childsafe option, so I suspect that wouldn't help.

Having had another 2 hour chat session with VM Support today, an engineer has been booked to come to site, which I am sure will be a waste of time except that I hope s/he will have the means to contact the network technicians back at base that are so difficult to reach by any other means!

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Message 8 of 11
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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

Thanks for the update DavidCombes. 

 

Has the technician visited your property yet? If so how did it go?

 

Thanks

Steven_L

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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

Hi Steven - engineer scheduled for Friday afternoon.  I will post an update afterwards - I'm keen to share with folks what the solution is!

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Re: Netflix sign-in issue on Tivo V6 and all devices in household!

Okay, no problem. Pop back and let us know tomorrow 🙂 

 

Thanks

 

Melissa 

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