Hik-Connect Remote viewing not working virgin hub 5/ hikvision DVR

[Hangfire]

I recently changed from BT to Virgin but I cannot remotely view my CCTV on my phone, I can view it when in the range of the hub but not remotely. I set up port forwarding and re-installed the DVR I also re-installed Hik Connect on my phone. Contacting Virgin for help is a nightmare, round and round in circles resulting in hours of frustration. Eventually we spoke to a human obviously no UK based extremely hard to understand but the result was not virgins problem but sign up to a £10.00 per month contract and we will solve it.

Does anyone have an answer ?

 

[JB1970]

I recently changed from BT to Virgin but I cannot remotely view my CCTV on my phone, I can view it when in the range of the hub but not remotely. I set up port forwarding and re-installed the DVR I also re-installed Hik Connect on my phone. Contacting Virgin for help is a nightmare, round and round in circles resulting in hours of frustration. Eventually we spoke to a human obviously no UK based extremely hard to understand but the result was not virgins problem but sign up to a £10.00 per month contract and we will solve it.

Does anyone have an answer ?

Firstly you only need port forwarding if you added your CCTV to Hik-Connect using its IP address. If you added your CCTV to Hik-Connect by registering an account (with your e mail or phone number) and adding it to that same account, the change of ISP should pose no problem. You can just go into the NVR network settings and tick the box for DHCP at the top and apply. That will alter the old BT 192.168.1.xxx address that used 192.168.1.254 as Gateway (and possibly DNS) to a 192.168.0.xxx address with 192.168.0.1 as Gateway. You can manually set DNS to 8.8.8.8 and 8.8.4.4. That should be it.

 

[Hangfire]

Firstly you only need port forwarding if you added your CCTV to Hik-Connect using its IP address. If you added your CCTV to Hik-Connect by registering an account (with your e mail or phone number) and adding it to that same account, the change of ISP should pose no problem. You can just go into the NVR network settings and tick the box for DHCP at the top and apply. That will alter the old BT 192.168.1.xxx address that used 192.168.1.254 as Gateway (and possibly DNS) to a 192.168.0.xxx address with 192.168.0.1 as Gateway. You can manually set DNS to 8.8.8.8 and 8.8.4.4. That should be it.

Tried that and no success, I'm becoming convinced the problem is in the hub

 

[JB1970]

Tried that and no success, I'm becoming convinced the problem is in the hub

If you deselect DHCP apply, reselect DHCP apply, what addresses does the NVR network page populate itself with? With Virgin Media you should see:

IP address: 192.168.0.xxx
Subnet: 255.255.255.000
Gateway 192.168.0.1
DNS (if set to 'obtain automatically) will be 192.168.0.1 or will be Virgins own DNS servers of 194.168.4.100 and 194.168.8.100

All you should need to do is change the DNS address to Google or Cloudflares address.

If when you select DHCP you end up with 169.254.xxx.xxx or 192.168.1.64, the NVR has sent a DHCP request but not received an offer from a server (your VM hub).

Just to confirm something else; you're not using a mesh wifi system connected to your Virgin Hub are you? If you are, the VM hub must be in modem mode with all routing done by the mesh system to avoid having two DHCP servers and a double NAT situation.

In Network > Platform Access you should be seeing Hik-Connect enabled, online and bound.

 

[Hangfire]

Firstly thanks so much for your help it is greatly appreciated, I'm not using a mesh wifi system. Everything is as you say in your first four lines ( it's showing the virgin DNS servers) so do I delete the virgin DNS and add in Googles ? If so can I be really cheeky and as you for the Google address.

Once again thanks so much.

 

[JB1970]

Firstly thanks so much for your help it is greatly appreciated, I'm not using a mesh wifi system. Everything is as you say in your first four lines ( it's showing the virgin DNS servers) so do I delete the virgin DNS and add in Googles ? If so can I be really cheeky and as you for the Google address.

Once again thanks so much.

Ok so that proves the DVR is connected to the router and has successfully received its address via DHCP from the hub. Just untick the box for obtain DNS automatically. Set the first one to 8.8.8.8 and the second to 8.8.4.4 and apply.

Once you've done that. Go into the Platform access/Hik-Connect page in Network Settings and ensure that it is showing online. If it isn't - disable it apply, enable it apply. Often you have to come out of the Hik-Connect page and go back in again for it to update. It needs to be showing online.

Once it shows online on the DVR it should be online in your phone app. If it isn't:

• Log out of the app (Me > Logout)
• Close the app fully
• Re-open the app
• Log back in

If you're still not seeing the cameras in the app you need to be checking that you haven't mistakenly added the DVR to a Hik-Connect account with one phone number/e mail address and logged in to your app with a different one (the DVR and the phone need to be logged in to the same account. To prove that:

• click 'Me' in the app
• at the top of the screen beneath the random username, you can see the phone number or e mail of the account that your app is logged in to.
• go to www.hik-connect.com and use the phone number or e mail from above to login. You should see your DVR listed in 'my devices' and it should be showing online.

If it's not there, but is showing 'online' on the DVR, you've either not bound it to that account or you have bound it to another account.