Forum Discussion

heskey100's avatar
heskey100
Tuning in
2 months ago

Virgin tv go on iOS won’t connect to virgin box

Hi, I am trying to contact a member of the MOD team after reading an old post. I am having the same issue and can’t seem to resolve it.

we're aware of an issue that may be affecting some customers using the TV Go app for functions such as the remote control function, or viewing recording whilst on their home network.

When trying to do this, TV Go will advise that the set top box is 'offline' or ask to 'turn on Virgin TV box'. We are currently investigating this issue, however in order to assist this we are asking that anyone who is experiencing this issue to please send a private message to ModTeam with the following information, we will then pass this information onto our support team to assist with the investigation;

  • Is you set top box turned on when attempting this
  • What set top box do you have (e.g. 360, V6, Stream)
  • Please make sure the Standby power is set to either Active or Fast Start – TVGo does not connect if the box is in Eco mode.
  • Please go to the TVGo App / Settings / Diagnostics and send us a copy of what is listed

In answer to the above questions.

The set top box is turned off when I’m attempting this.

i have a 360 box.

standby power is set to Active.

Copy of diagnostics below

Build: 5.14.10412+15562
Device: iPad13,18
OS: iPadOS 18.1.1
Video Player: Unknown
Conviva: 4.0.41
Connection Type: WiFi - (N/A)
Customer HH: 205173977_gb
Mqtt Broker Status: CONNECTED
Device IP: 192.168.0.235
CPE 1 ID: 3C36E4-EOSSTB-003375602301
Mqtt Cpe Status: ONLINE_RUNNING
CPE 1 IP: 192.168.0.17/255.255.255.0
Last MQTT status check: 2024-12-30 15:40:00 GMT+00:00
CPE 2 ID: 000378-EOSSTB-004143476200
Mqtt Cpe Status: ONLINE_RUNNING
CPE 2 IP: 192.168.0.172/255.255.255.0
Last MQTT status check: 2024-12-30 15:40:00 GMT+00:00
OV: 4.2.33
OV Engine State: AUTH_FAILURE
OV Device Name: FB60C23A-8C82-443A-B0D9-99DC576DE410
OV Power Status: OKAY
OV Network Status: OKAY
OV Disk Status: OKAY
OV Download Enabled: false

 

if anyone can help I would appreciate it.

Thanks

Andrew Platt

  • I had a similar after my 360 box was replaced.
    When trying to record I got the box offline message.
    I deleted the app restarted the phone to clear the chache and reinstalled it then recorded ok  from TV  Go 

  • Hey heskey100, thank you for reaching out and I am so sorry to hear you are having some issues with the TV GO app.

    Please delete this app, reinstall it.

    Make sure your phone is fully updated along with the app.

    Then clear the cache this should fix it.

    • heskey100's avatar
      heskey100
      Tuning in

      Hi Matt, thanks for the reply. Despite your help I am still the same issue on both my iPad and iPhone despite them both being on the same network as my virgin box. I just don’t understand it. It used to connect fine when I was using an android tablet, it is since I started using the iPad. If you have any other suggestions I would be grateful. Thanks

      • Steven_L's avatar
        Steven_L
        Forum Team

        Thanks for coming back to us heskey100. Would you be able to reboot both your TV box and router/hub and then try again?

        Kind Regards,

        Steven_L

    • heskey100's avatar
      heskey100
      Tuning in

      Thank you for reply. Apple Relay is already disabled. Thanks anyway 👍