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Adam_uk8's avatar
Adam_uk8
Joining in
2 years ago

TV Go app wont connect to virgin box

Since yesterday the TV go app cannot connect to my Virgin box. 

Both the network connection on the Virgin box and my android device are running ok and on the same network, this problem occurred yesteday, my virgin box mode is on fast start.

Is anybody experiencing the same issues and can anybody help please.

 

 

 

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Adam_uk8, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with the TV Go connecting to your TV box. 

    Can you please expand on the following?: 

    • ➡ What are you trying to do when you get the error?
    • ➡ What is the make and model device you're using?
    • ➡ Do you find this is happening on all devices or just the one?
    • ➡ Do you get a different result when the box is in 'active mode' as opposed to 'fast start'?

    Pop back and let us know so we can help further. 

    Thanks,

    • Adam_uk8's avatar
      Adam_uk8
      Joining in
      2 years ago

      Thank you very much. Please see answers below:


      ➡What are you trying to do when you get the error?

      Not getting any error codes, the TV Go app wont connect to my virgin box at all ,

      I used to be able to stream and watch shows from the TV Go app onto my TV by connecting the TV Go app to my virgin box, and even turn my virgin box ON/Off using the TV Go app... but now it wont work since yesterday.


      ➡ What is the make and model device you're using?

      Samsung Galaxy S8+
      running on android 9, i even tried using different devices, but still having the same issue (TV Go app wont connect to my virgin box)


      ➡ Do you find this is happening on all devices or just the one?

      On all devices... This problem only occurred yesteday after the TV go app was down reported by everyone
      (raised under ticket number F011037596)....Before that it was working ok.


      ➡ Do you get a different result when the box is in 'active mode' as opposed to 'fast start'?

      NO

      • Nathan_B's avatar
        Nathan_B
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for your reply 😊

        I've checked the ticket you provided and it does seem like the issue is now resolved on our end. Can you please try logging out of the devices then logging back in to see if this helps?

        If not we may need to re raise this to the support team.

        Regards

        Nathan

    • Jonmul74's avatar
      Jonmul74
      Joining in
      2 years ago

      I'm having the same problem - my app reports my smartcard id is 2184364602, howver the tha CA ID from my box says its 218436460219