Virgin TvGo not connecting to iPad
Hi, I am trying to contact a member of the MOD team after reading this 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