Channels not authorised problem

Question

Hi there,&nbsp;I am getting the message 'this channel is not authorised' on all channels. I go through the usual troubleshooting steps and sometimes the TV starts working again temporarily until the not authorised message comes back and I can't access any channels. This has been going on for several days. I am choosing channels that are part of my package.&nbsp;I phoned 150 but that texts me a link to the usual troubleshooting steps (that I have tried several times) and ends the call. The steps end up directing me to phone 150 which then sends me the text to the link to the troubleshooting steps again which then direct me to phone 150. At some point, it says it will connect me to someone who will help but it does not. It just ends the call.&nbsp;There are no known issues in my area. I have done the equipment tests I am directed to.&nbsp;Any help welcome, thanks.&nbsp;&nbsp;

japitts · Answer

If this was on specific channels, I'd suspect a signal issue. If it's on all channels, I'd be minded towards a box fault, potentially a failed/failing tuner.

Given the age of the legacy TiVo, it's no surprise. Faulty TiVo's are replaced with V6 as a matter of course, providing you have VM home broadband.

lukemb64 · Answer

Great, thanks for that, useful to know. Hopefully, a member of Virgin staff will pick this up as dialling 150 just gets me onto a loop of an automated response directing me to troubleshooting on the website, then being returned to 150, and so, on without being able to talk to a real person about box replacement or any technical solution. Cheers!

lukemb64 · Answer

This problem is ongoing. I have now had no TV for several days. I have done all the troubleshooting steps. Initially, I could not talk to a person on 150 as it just directs me to the troubleshooting page online which directs me back to 150 and so on. I am now not even able to get through on 150. It repeatedly says 'It has not been possible to connect your call please try again later'. Can someone from Virgin please help me here. Thanks.&nbsp;

Carley_S · Answer

Hi lukemb64&nbsp;
Welcome to the Community Forums.&nbsp;
Sorry to hear of your TV service issues.&nbsp;
We can certainly look at supporting you here. Checking the account on our side, looks like the TV is working and showing a channel being used at this time. Have you found that the issue has resolved itself now?
If not, we can try sending 'hits' to the set-top box to see if this pushes through missing data regarding your channel access.&nbsp;

lukemb64 · Answer

Hi Carley, sorry for the slow reply, I was away for a few days. The TV works intermittently and is currently working fine. I'll get back if the problem starts again. Thanks for your help!

Forum Discussion

Channels not authorised problem

6 Replies

Related Content

TV channel problem

Channels closing

Payment Card Authorisation Tech Issues

Paramount TV channels

Problems with online account