We are aware of an issue affecting our customers with TiVo set-top boxes where some customers are experiencing latency and some are unable to use the video on demand services and apps through our TiVo boxes and TV Anywhere app.
This is not affecting live TV or other Virgin Media services such as broadband. Our engineers are working with TiVo to resolve this issue as soon as possible and we apologise for any inconvenience caused.
For most of our affected customers, this issue is resolved.
Please reboot your TiVo set-top boxes and service will be restored.
If a reboot does not fix this please use your remote and go to Home>Help and Settings> Settings> Network> Connect to Virgin Media Servers and follow the on screen instructions.
You won't have to remain on this screen while the servers reconnect but this method is not instantaneous so please allow up to an hour for re-connection to take place.
If after carrying out a forced reset as detailed above you still cannot access On Demand services, please call our TV Faults team on 150 or 0345 454 1111. Please be aware that there may be high call volumes at present, leading to an extended wait.