Forum Discussion

frankgibb's avatar
frankgibb
Dialled in
2 years ago

TV GO - can’t connect to TV 360

For the past two days I have not been able to connect to the TV 360 box. The message says it is offline. But it is online and connected to the internet. It’s just the app won’t connect.

This is urgent as I use it to control my mother in laws channels. She has dementia and can’t work the TV 360 remote. So she relies on me and my wife picking something for her to watch.

i have turned the 360 off at the power for 5 minutes and rebooted it. I’ve also the VM status and there are no faults.

I’ve read on here someone with a similar problem which seemed to be resolved by something being done at the VM end.

Seems like the 360 is not registering itself as available for connecting.

Help please.

21 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi frankgibb 

    Have you tried rebooting the device you have the TV Go app installed on?  Or signing out of TV Go and then in again on that device?

    • frankgibb's avatar
      frankgibb
      Dialled in
      2 years ago

      Hi @newapollo,

      Thanks for the suggestion. Yes I have already tried rebooting the 360 twice as well as both my phone and my wife’s phone. Have also signed out and logged back in.

      Still not working.

  • Morte's avatar
    Morte
    Dialled in
    2 years ago

    I have the same issue rebooted twice both app device and 360 box get the same message no joy

    • Morte's avatar
      Morte
      Dialled in
      2 years ago

      This is not a solution but a statement of what I have done to try and correct the problem with out sucess

  • baxiboy's avatar
    baxiboy
    Tuning in
    2 years ago

    I have had this issue on and off for a few weeks. It corrected itself for a while but has started again today. I have checked connections and rebooted everything and nothing makes the tvgo app and 360 box recognise each other. I had a new box in a while ago and thought it was a fault with that but it’s obviously a central issue, maybe software? I factory reset last week and it came good for a while then went off again. Hopefully Virgin will sort this out soon. 

  • morton027's avatar
    morton027
    Joining in
    2 years ago

    Same problem here, was about to put up a separate post but it seems there are already a few on the forum so just adding my voice to this one.

    Very likely a server or software issue I’d say.

  • frankgibb's avatar
    frankgibb
    Dialled in
    2 years ago

    This is working again. Thank you whoever fixed it. We had 10 phone calls last night from mother-in-law asking for the channel to be changed. Unable to remember that we had said we would let her know if it was fixed.

    Hope it’s also now working for everyone else.

    • Morte's avatar
      Morte
      Dialled in
      2 years ago

      This morning at around 4 the app would not work at all . This morning itnow works fine .

      • ModTeam's avatar
        ModTeam
        Moderator
        2 years ago

        Hi, 

        I'm sorry to hear that you're having these issues with the TV Go app. Please click here for more information on this issue.

        ModTeam

  • frankgibb's avatar
    frankgibb
    Dialled in
    2 years ago

    And one week later, this problem has re-occurred.

    What is going on with the TV Go app?

    I have two issues which seems to occur, get resolved by VM on their side and then they re-occur a week later

    1. This one where TV Go app says the 360 is offline, but it’s online. I use this to change channels on my mother in law’s 360 via my mobile.

    2. Where the TV Go app says there are more than 5 devices already using the app. But there is only one MINE. Trying to watch the football on my iPad.

    • frankgibb's avatar
      frankgibb
      Dialled in
      2 years ago

      Just tried to connect and it worked. However. It is not showing Movies 24 and Movies 24+ in the guide (filtered to only show channels I can watch). The very channels she watches most.

       

      • frankgibb's avatar
        frankgibb
        Dialled in
        2 years ago

        Just tried to connect and it worked. However. It is not showing Movies 24 and Movies 24+ in the guide (filtered to only show channels I can watch). The very channels she watches most.

        And oddly, it is showing as Sky Sports channels available. But this is not in her package.

        She is on Maxit TV package

  • frankgibb's avatar
    frankgibb
    Dialled in
    2 years ago

    Interesting - it is now NOT working again. I cannot connect as it says it is offine. Have provided the information in a PM as requested in the pinned post

  • baxiboy's avatar
    baxiboy
    Tuning in
    2 years ago

    Worked for a day or two but I now have the same problem. Can’t watch or record from the app, as it says my box is offline which it clearly isn’t. Some software issue that needs resolving within this app or virgins system, which controls access to the app or communication between the two.