Cannot watch recordings on phone or tablets

Question

I see a number of posts with similar issues but nothing suggested in the answers seems to help me.
For 2 years I have been able to record on the TV360 and then watch, at home, on my phone & tablets, it worked well and was a convenient way of catching-up.
This no longer works. I have reset the TV360, the hub, removed devices and added them back but nothing changes: "This recording is only available on your home network...". Note, that I can connect to the TV360 but get no further.
Live Sky & TNT Sports etc. are all fine.
The only explanation I have is that I renewed my contract, is it a possibility?.

Robert_P · Answer

Hello DaveN363
&nbsp;
Sorry to hear of the issues watching recorded content on your mobile devices, we understand the frustrations this can cause and appreciate you raising this with us via the forums. Welcome to the community.
&nbsp;
Can you expand on the recordings please? Are these all from the same channels or different channels? You mentioned that you can watch live sports so this doesn't appear to be a licensing or copyright issue which can be restricted. Have you ensured both the app and device's software are up to date with the latest versions?
&nbsp;
Renewing your contract shouldn't impact this unless the channels are no longer included in your package, were any changes made to your TV package when renewing?

DaveN636 · Answer

Thanks for getting back to me. I did try a factory reset of the TV360 but it did not help until I had another go but allowed it to format the disk loosing all my recording. I have now recorded programs and was able to watch them on my phone, all problems I had went away. I still do not know why my issues started as far as I am concerned nothing changed.
Ohers with similar problems: you may need to allow the TV360 reset to format the disk.

Molly_T · Answer

Hi DaveN636 👋 Thanks for getting back to us.&nbsp;
We'd just like to clarify - when you are logging in to TVGO 👉 https://virg.in/tvgo are you able to view the recordings, but when going to play, you get the error message 'This recording is only available on your home network'?
Does this happen on all recordings or just some? It may be that the content you are trying to view only has licencing to be viewed via the TV box directly - so some examples would be really useful!
There's a really great help page including FAQ's for TVGO to ensure you have everything set up correctly, which can be found here 👉 https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app . I'd recommend having a look through the help page just to check your setup is compatible - such as browser and operating system.&nbsp;
It's worth just mentioning that any content can only be viewed in the UK, and via a network which allows Virgin TV Go and other streaming services. (VPN's for example, may block the app or website and affect its functionality.)
Let us know how you get on, and we can then continue to offer support. Thanks for your patience in the meantime! 🌞

ClareF68 · Answer

Hi I have recently joined Virgin and I too cannot view any recordings on any station on any other device than my tv. &nbsp;Just comes up only available at home. I do not use a VPN and don’t know why it doesn’t work. Have tried on my iPad and iPhone and both have up to date updates. Please help.&nbsp;

Matthew_ML · Answer

Hey ClareF68, thank you for reaching out and a warm welcome to the community, we are sorry to hear you are stuggling to watch recordings.
Just to confirm it works on your TV?
What type of content are you trying to watch, can you let us know what this is?
Has it ever worked on the phone?&nbsp;

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Cannot watch recordings on phone or tablets

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