Unable to record remotely
I have a problem with my TV 360 box where I am unable to record remotely. I have looked at previous posts and it says to message a moderator with the details. How do I message a moderator as I have...
Forum Discussion
You can't contact a moderator or forum team member directly.
You might have seen something like "wait here for a forum team member to respond".
Best if you give a full description of the problem, are you using the TVGO app, is the 360 box set to fast start or active start and not switched off at the plug to save power when you are away (also the hub), do you get any error message. If the 360 is in standby when you are at home can you set a recording using the app.
Hi Stanl
Welcome back to our community forums and sorry to hear you are having issues recording remotely on your set-top box. We want to do our best to help. As mentioned by roy247 are you able to further expand on the issue you are facing? How are you trying to record? How long has the issue been ongoing?
Thanks,
Apologies for not elaborating but I have been busy with work so I will try to reboot the hub later and follow the advice from Roy247 before replying.
Basically I had to have my old TV360 box replaced and it’s been happening since then but I can’t remember when this was.
Ive done a factory reset once and that didn’t work but I’ve not rebooted the hub as yet.
When I try to record wether it be remotely or when I’m in the house on certain programs it tells me the TV360 box is offline even when I’m sat right next to it and I can see it’s on line.
One program that springs to mind that just refuses to record is Douglas is Cancelled on ITV.
There are a few others across various channels but this on sticks in my mind because I tried at least a dozen time to get it to work and then gave up.
What information will you need from me to be of help.
Stanl wrote:Basically I had to have my old TV360 box replaced and it’s been happening since then but I can’t remember when this was.
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Hi Stanl
It's possible that the TVGo app is still storing the credentials of your old TV360 box.
Have you tried signing out of the TVGo app, or clearing the cache/storage on the app? Or uninstall and reinstall the TVGo app?
I’ve done all that and no success.
Still telling me my device is offline.
Thanks for the help though.
I’ve done a full reboot and adjusted some settings so that it is on fast start but still getting the message that the TV360 box is offline.
Where do we go from here?
@Akua_a do you know if anyone is looking for a solution to the problem I have with the remote recording?
I still have it and need some assistance
Hi
Are you able to assist me with my problem because I cannot record remotely nor can I watch any programmes I have recorded because the app won't let me.
I looked in my notifications and you have helped me out before.
How long do I need to wait for help with the problems I have because at the moment things are driving me mad because I am travelling in the UK and can't watch anything or record anything.
You wont get any joy from Virgin on this I'm afraid. Exactly the same thing happened to me when I had my box replaced - the fact of the matter is that you will now be on their 360 firmware whereas your old box was likely on the Tivo firmware release. Over time all boxes will be on 360 firmware but as of right now, this does not support remote record.
They know about the problem but wont admit it. I have had multiple engineer visits despite my objection to this since this needs to be rectified in software code and then the Virgin TV Go app updated. Virgin will waste your time with endless support calls and then go deathly quiet on you....just like they have above!! For the record, I still have an outstanding support ticket open for 10 weeks on this very issue and I wont let it lie.SKY seem to get their remote record to work very easily - as should Virgin if they port the functionality from Tivo into 360 firmware.
Very poor customer service from Virgin I'm afraid.
The 360 and TVGO app do support remote recording, I have just got back from Greece and set recordings, I have also done this from Germany. You sometimes get the "box is offline" but it does eventually set the recording as long as the box is set to fast start or active start which is what I have found, also set recordings from the Dominican Republic.
The weird thing is if I use the app at home it sometimes seems slower than when I am away from home.
