For the last couple of weeks Netflix stops working partway through a programme. I get an initial error that says that it appears we aren't connected to the internet, then after closing netflix, an error A01 that says the app is temporarily unavailable. I have to close everything, put the box into standby, then start all over. Normally have to do that once, sometimes twice. I them go back into netflix, find the programme, and 'resume' watching. Everything is then fine for an hour or more, and the fault recurs. Since it started happening we've never had a day when it hasn't dropped at least once.
I've seen a couple of other error messages in the middle of this. C501 rings a bell, can't remember the other one.
When I first contacted Virgin they said that Netflix was being upgraded (????). Now they just say they are aware of the fault, that it has been escalated, but they have no further information.
Two weeks is a long time to wait with no progress.
I'm really sorry to learn about the problem you're experiencing with Netflix on your set top box at the moment.
We're aware of an issue that causes the program stops working on the 25% buffered mark, although this doesn't usually play part way through, then stop.
I've been able to locate your account and run some tests on the set top box from our end, we're detecting some very minor issues with it from our end, give the TiVo a reboot after reading this message and let me know.
If it's still the same after that, we'll want to arrange for further action to be taken for you.
I've rebooted the Tivo box and the problem is still happening. Probably sloppy description on my part though - part-way through watching a programme on Netflix it will start to buffer and get stuck at 25%. We then sometimes get a message that the internet isn't connected, sometimes get another message that some of the apps are temporarily unavailable. Normally we end up turning everything off then on again. REALLY irritating - it's been going on for a couple of weeks now.
Sorry for the delay in getting back to you, I was away last week.
I have run testing to your TiVo® box again and I'm still seeing problems with the signal. While there is an issue with Netflix buffering that we are aware of and our engineers are still working on this, the issue that the testing is flagging up could also be causing a problem with the TiVo® apps--including Netflix. I apologise that this was not picked up by my colleague when you called in.
I have responded to your PM asking for further details so we can get an engineer to investigate the signal issue.
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