Forum Discussion

Giova47's avatar
Giova47
On our wavelength
2 years ago
Solved

Virgin TV Go not playing recordings

I am getting upset and fed up that all of a sudden some of my recordings will not play on either my iPad or iPhone! They are all on the same network and it had been working fine but for a few hiccups. This though has greatly impacted me. I’m a disabled man with very limited mobility who relies on this app to view tv

  • Morning Giova47 

    We've heard back from the team and this isn't something we're able to replicate.

    Do the recordings playback fine on the TV box?

  • Hi Giova47, thank you for your post.

    We're really sorry to hear about the problem you're experiencing and the impact it's had on you.

    What's happening exactly when you try to play your recordings on the two devices mentioned? Are you getting any error messages or codes showing on the screen?

    Also, is this same thing happening when you access TV Go both through the app and a browser?

    General advice on how to use the TV Go app and website can be found here

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Giova47's avatar
      Giova47
      On our wavelength

      Hi Daniel.

      Thanks for the reply. As I said when I attempt to play some recordings it won’t play and just goes to a black screen that says “we can’t play this at the moment -1008”, see attached screenshot This occurs on both my iPad Air and iPhone. For a while there had been no problems and for no reason it just re-occurred and continues to do so to this day. I know how to use the box which is version 5.05.

      On 13/06/2023  Ernie_C on this forum suggested that I am “suffering from a very frustrating problem called the “CPE IP Unknown bug”. This has now been ongoing for a very long time and seems no nearer to a solution over this period”

      I’ve tried to live with it but it’s getting worse. Some recordings it plays but the majority it doesn’t irrespective of what change it’s recorded from

      The problem has been ongoing for me for at least all of last year not just for me but others as well.

       

      I can confirm that in settings Standby timer is set at 24 hours and Standby power consumption is set to Fast Start. I’ve run diagnostics via the Virgin box and it’s reporting no problems, see attached screenshot.

       

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team

        Hi Giova47 👋.

        Thanks for the update on the situation with your TV recordings. We would like to bring you in for a private message so that we can look into this further for you. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • Giova47's avatar
    Giova47
    On our wavelength

    Sorry for the very late reply. Just to add further info. My virgin box has been replaced because of a problem with the power light always being red on or off. Even now with this new box some recordings are not being played through the Go app. Anything recorded from Channel 4 will not play through the Virgin Go app. Please tell me how to fix it. All other recordings play without a problem

    • Alex_RM's avatar
      Alex_RM
      Forum Team

      Hi Giova47,

      Thanks for getting back to us, can you confirm if you're able to watch this recordings via the box TV, is it just the app that has the issue?

      Alex_Rm

      • Giova47's avatar
        Giova47
        On our wavelength

        Hello

        I can confirm that I am able to watch the recording via the box tv

  • Giova47's avatar
    Giova47
    On our wavelength

    Does it make any difference? I had already said it  was all programs recorded from C4. In this case it’s Night Coppers or even Murder Case. Please explain what difference does it make? It’s been many months if not a year since I first reported it and it keeps being moved around from one person to another

    • John_GS's avatar
      John_GS
      Forum Team

      Thanks for confirming Giova47 

      We've chased up the team regarding this to get further assistance.

      • Giova47's avatar
        Giova47
        On our wavelength

        Please explain to them that I’ve been asking about this since last year and I’ve been repeatedly being asked seemingly random questions repeatedly and bt different people. L like the last question Ashleigh asked with no indication as to why it was relevant. 
        Please just get me a resolution cause as a disabled man it is affecting me more than most cause I rely on it so much. I’ve sent the screenshot of the error. Please no more random seemingly irrelevant token questions that waste time

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Giova47 wrote:

      Does it make any difference? I had already said it  was all programs recorded from C4. In this case it’s Night Coppers or even Murder Case. Please explain what difference does it make? It’s been many months if not a year since I first reported it and it keeps being moved around from one person to another


      Hi Giova47 

      Night Coppers is available on the CH4 app until 29th May

      Searching on my VM set top box for Murder Case shows it's a BBC program and not CH4. Murder Case is available on iPlayer.

      Series one was first broadcast in 2019, and series two in 2020..  BBC SD (channel 101) was switched off on VM on 22nd January 2022,and since then just the HD has been broadcast meaning when you recorded those programs they were recorded in SD. 

      SD recordings are kept for a maximum of 12 months.  Emails were sent out advising customers of the changes, the website pages were also updated to advise customers of the changes, and onscreen messages were also displayed

      See /Digital-life/BBC-One-HD-and-BBC-Four-HD-are-moving-channels-BBC-Three-HD/ 

       

      • Giova47's avatar
        Giova47
        On our wavelength

        rhank you for the reply however you have missed the point . It’s not where the program recorded  can be found etc it s that  if I record whatever program it may be from CH4 onto the virgin box and when you wish to play it you can’t. No matter what program it will not allow playback from any programs from CH4 that is not right