The app will not let me register a device. It also says I have a shared profile and show me being logged in as a number! I raised this with the technical several days ago and have been deafened by silence! Any ideas?
It also says I have a shared profile and show me being logged in as a number!
It is normal for the VM TV Go App to show the user logged in as a number once you have signed in. That is how it is designed.
I'm unsure as to why you can't a register a device on the TVGo app. Are you signing in with your My Virgin Media user anme and password? Or are you signing in with your Virgin Media O2 ID?
Have you set up your linked Virgin Media O2 ID yet which should be used to access My Virgin Media and all VM apps going forward?
See /help/linked-virgin-media-o2-id and virginmediao2.help
The TV360 and Stream boxes have what are termed Profiles. (It's like a fancy name for personalised channel lists or favourites)
The default profile is named as a Shared Profile - that basically means it displays all channels in the EPG.
You could set up a profile for yourself containing all your favourite channels, and another one for you partner with their favourite channels, you could also set up another profile containing say only Sports channels, or one containing Movie channels. Each can be given their own Profile name
The following linked page describes profiles and how to set them up
/tech-and-connectivity/set-up-profile-virgin-tv-360
Did you get the additional (multiroom) set top box that you were asking about <here>?
It's possible that yours are showing as TV1 and TV2 or something similar. You can actually remame the boxes to something more meaningful. I have two TV360 boxes and one Stream Box. I've renamed mine as Living Room, Main Bedroom and Stream box to help me identify them apart.
One your VM box go to Settings> System > Rename Boxes, highlight a box and then type in the name you want to change it to and then highlight the Go button on the TV screen and Press OK on your VM remote and that will change the name of the box.
Thank you. The problem with a shared profile is that the controller does not show up on the app - for the short time I had an unshared profile it was available. I simply want to use the TV GO app to control the 360 box but, compared to the VM TV controller app, this is like running through treacle! I only have one box. My second TV has, for several years, been attached to the box (previously a v6) by a HDMI cable it worked well with the old controller. The layout of my house is unique with the hub one end and the tv box the other - some 100 feet away. With solid brick walls the WiFi is not wonderful - I have three pods and the signal strength is just rated as just about OK on two of them. The fact the 360 box insists on switching off every 24 hours is annoying. Frankly I wish I could have kept the v6 box (I only changed it when VM said the TV controller app would stop working. All in all a backward step. I have been in touch with VM support who escalated the issues to a second technical level but have been deafened by silence. Not impressed.
It's difficult understanding how many VM set top boxes you have. Did you previously have two V6 boxes, but now only have one 360 box? Or do you actually have two 360 boxes and two 360 remotes?
I only have one box. My second TV has, for several years, been attached to the box (previously a v6) by a HDMI cable it worked well with the old controller.
If you only have one VM TV360 box then it's not possible to control a second non-existant 360 box. If you have a multi-room subscription with VM then you would be provided with an additional box to attach to your second TV.
Your box should stay in standby mode and shouldn't switch off every 24 hours providing if it has received an interaction from yourself such as changing channels or opening apps for example at least once in each 24 hours period from the last interaction.
You have 3 choices.
Fast start - the 360 starts quickly but is less energy efficient
Active start - more energy efficient than fast start but the box takes a little longer to start up
Eco start - the most energy efficient and probably the one you're using. It uses minimal power but takes a while to start.
You need to have the box set to Fast start or Active start and don't turn it off at the plug and then it should stay in a Standby mode where it can still record and receive updates. (Setting it to Eco start is a bit like switching the box off)
Back to the TV Go app. Once opened there is a head and shoulders ison in the top left hand corner. That is the profile button and clicking on that allows you change from the shared profile to any other profiles you have set up.
Also on the top right hand side of the TVGo home screen is an icon depicting a TV screen and remote control (immediately to the left of a magnifying glass icon) Clicking on that allows you to select and connect to any additional TV360 boxes that you subscribe to.
If you don't subscribe to a second VM TV set top box then if you have a computer/laptop you can connect that to your second TV via an HDMI cable and open and use the browser version of the TVGo app (virgintvgo.virginmedia.com ) so you can watch most channels and programs on your second TV.
Re WiFi
With solid brick walls the WiFi is not wonderful - I have three pods and the signal strength is just rated as just about OK on two of them.
The actual wifi signal will depend upon where you actually place the pods. There's no point placing the pods in a location that already has a very poor signal. It needs to be placed in a location where the signal is stronger so that the 'stronger' signal will reach further. See <this post> for an explanation
Have you run any checks via the Virgin Media Connect App?
Once the App is open select the Broadband option from the bottom menu. This will display the My Devices page. Click on the My Network tab/icon. This screen will show you how many devices are connected to the Hub/each Pod. Tap on a Pod for more information and then tap Connection from this list.
If fair is showing, this indicates that the Pod(s) you already have may not be in the optimum place for performance. It is advised that you choose another location in the home, allow 2-3 minutes for the Pod to reconnect (wait for the light on the Pod to stop flashing) and then re-open the app and try again.
The app can be refreshed from the My Network or My Devices page by dragging downwards from the center of the screen. Tap Let's improve it to progress to the Refresh WiFi screen. (Note: Refreshing the WiFi can take up to 15 minutes.) Placement Tips can be used to help you decide where to try placing the Pod within your home.
Forum TeamHi peterts 👋
We're sorry to hear that you are struggling to register a device on the TVGo app. We can see that newapollo has already provided a number of options - thank you newapollo 🙂 Please let us know how you got on with these potential resolutions.
Hi Jamaal. I will check the advice to register a device when I return home next week.
Hi newapollo. I had one v6 box which was connected by HDMI to both the local and remote TVs. I controlled the remote TV by the VM app. I was nagged into upgrading to the 360 box. I wish to control the 360 box the HDMI feed to the remote TV by the VM TV GO app. I thought it would be simple but clearly it isn’t! I wish I had not switched from v6 to 360.
360 box is set on fast start but it still shuts down every 24 hrs - which the v6 did not.
i do not have any profiles set up - and I am baffled why the shared profile user is just a number - and indeed why it is saying the I am a shared user. Also, when the app shows me as a shared user, it does not show the control icon. Very frustrating.
BTW the WiFi works reasonably well and, when I have asked about increasing the speed, I was told that I would need to change the three white pods I have for stronger signal black pods. However I was also told that this could only be done one pod at a time which would mean most of my house being without WiFi for the period of changeover as the two types are not compatible. So a lot of hassle.
It also says I have a shared profile and show me being logged in as a number!
It is normal for the VM TV Go App to show the user logged in as a number once you have signed in. That is how it is designed.
BTW I have tried different locations for the pods and they are now located at the best compromise positions. As far as the TV is concerned I simply want to control channel selection via the app! Something I have had before with TiVo and v6 boxes! Is that too much to ask?
Forum TeamHi peterts,
Have you downloaded the Virgin TV Control app and signed into that? As the virgin media go app wont support the 360 box.
The TV Control app doesn't work. However, I have now resolved the problem with the TV GO Ap - two devices finally registered! The only quirk is that the app usually shows 'there is another app playing on your TV' message most of them time I change channels so have to faff around to make to connection.
Unfortunately the problem with the pods still continues. One pod is rated as 'Great' - green dot, whereas the other two are 'Fair' - yellow dot. As I have explained before our has is truly unique in layout and I was told by a VM engineer that the only answer is higher signal strength black pods. I understand that these are not compatible with the existing white pods but the replacement process is protracted and would take (from past experience!) at least a couple of weeks to get back. I wonder how this fits with VM's WiFi speed guarantee! The only solution I think would work is for me to be provided with a set of black pods rather than dragging the process out one by one. Happy for an engineer to call and install them if this helps!
Hi peterts 👋.
Thanks for the update on this, with the pods they can be subjective as yes the white and the black are not compatible with each other, they also work in different ways, where you could have 3 of the white pods but only need 2 of the black pods rather than 3. So we have to ensure that when swapping them around we are doing this on a diagnostic basis and do not hinder the service by over compensating.
The white pods are in a fixed position and have a much higher spec antenna on them due to this, the black pods although newer the antenna is not as powerful as the white pods due to the 1.8m power cable that comes with them to have more freedom in where they are positioned from their power source. With the Wi-Fi Guarantee, should you have all 3 installed and active and still having issues we would arrange an engineer to come and assess the pods and their position along with the Hub and see where and if any improvements can be made. You can read about this here 👉 Wi-Fi Max.
I hope this helps.
I have never had the 30Mbps throughout the house. The TV doesn’t get that speed but fortunately the 360 box has a coaxial cable connection. One pod is rated as good. The other two fluctuate between fair x 2 or fair + poor. As I’ve said my house is unique in its footprint which doesn’t help I know. I have been put off the black pods because a VM engineer said the black pods have to be added sequentially. However, if the black pods have a weaker antenna I’m not sure they’d solve the problem!
Forum TeamHi peterts,
You can look at this link and it might help https://virg.in/SpeedUp
If you need more help let us know.
To respite the hub would require a long extension cable from the current site as well as disturbing other WiFi connections (e.g. Sonos). I have already tried different locations for the pods. I think the only viable option is for an engineer to visit with a set of black pods and see if they offer an improvement. If not I’ll claim my £100 for VM being unable to meet the WiFi promise and put up with the current status and service (which I have already lived with for a few years!
Forum TeamHi Peterts👋
We’re really sorry to hear you’re still experiencing issues with your broadband and Wi-Fi pods.
Your connection matters to us, and we want to get this sorted as quickly as possible.
✅ You can easily book an appointment with one of our engineers at a time that suits you by logging in or downloading the My Virgin Media app.
👉 Book now through the app: https://virg.in/myvmapp.
