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Morte's avatar
Morte
Dialled in
6 months ago

Distorted picture only when watching recordings from Virgin box

I received a new Android tablet  over Christmas. It shows live TV fine but when trying to watch recorded programs the picture is distorted. The model is XCX using Android 14 and 128 GB of RAM .I have installed from scratch which made no difference. The old Tablet I was using still works fine I have checked the settings against this and they are the same. Thanks in advance for any assistance.

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  • Morte's avatar
    Morte
    Dialled in
    3 months ago

    Nope I transferred all the apps over using the Android process as it's been since December all of them have been used and worked. When I found the issue with TVGO I deleted it then reinstalled twice but still had the problem. All other streaming platform's work with no issues and as I have said streaming from Virgin works fine along with realtime programs via the guide . But no recoding from the 360 box. I have even tested recording a program trying to watch it then viewing it via streaming record did not work but streaming did . So assuming some thing in the process is different . The problem is I'm have no idea how this is being treated by Virgin . I am told it's been raised and escalated but I am now looking at the wrong end of 3 months and know nothing more than when I started . Last update from the forum team was yes it has been raised with the team and they have reached out to them. So how long does it take to get a reply since the ticket was raised months ago .

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      3 months ago

      Hi Morte, 

      Thanks for sticking with us on this one and we're sorry to hear this is ongoing. 

      These types of tickets can take a while to resolve I'm afraid and we don't get updates as often as we'd like. It does sound as though it is more an issue with the device itself so this may not even be something we can resolve. Rest assured, as soon as we do get an update, we will let you know.

      In the meantime, this will be something to try:

      • Please delete the TV Go app from your device
      • Once it's been uninstalled, please turn your device off completely
      • Leave it off for a few minutes before powering back on. 
      • Ensure the OS on the device is completely up to date
      • Re-install the TV Go app and sign in, then register the device.

      This has worked to resolve a number of things in the past however it has to be done exactly as posted, including the steps followed in order. Please give it a try.

      We'll let you know when there is an update on the ticket.

      Many thanks, and apologies once again for the inconvenience.

      Thanks,