Forum Discussion

LadyoftheManor's avatar
LadyoftheManor
Tuning in
2 years ago
Solved

Problems logging in to iPlayer and YouTube etc

I recently had a new Virgin box installed to replace a faulty one.  However, I don't now seem to be able to log into iPlayer or YouTube.  I just get a security message telling me my Virgin connection is not recognised.  Has anyone else had this, and how can I get rid of it? 

  • japitts's avatar
    japitts
    2 years ago

    Has your TiVo been replaced with a V6? That's standard practice now with faulty TiVo's, and there are different connectivity requirements - check at https://www.virginmedia.com/care/tv-fault/which-tv-box if you're not sure.

    Alongside checking that, can you use OnDemand services from C5 & Sky? Those don't use apps, but do use the same internet connection - so would be a good test.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    Has your TiVo been replaced with a V6? That's standard practice now with faulty TiVo's, and there are different connectivity requirements - check at https://www.virginmedia.com/care/tv-fault/which-tv-box if you're not sure.

    Alongside checking that, can you use OnDemand services from C5 & Sky? Those don't use apps, but do use the same internet connection - so would be a good test.

    • LadyoftheManor's avatar
      LadyoftheManor
      Tuning in
      2 years ago

      Hi there - and thank you for responding to my query.  My Tivo box was only changed over yesterday as there was a fault with the channel listings.  I gathered from the technician that the box was just being up-graded, but assumed it was the same sort of Tivo box.  I just tried to see if I can watch Ch5 on demand, and it seems I can.  I am not subscribed to Sky channels so couldn't test that.  So far it is just BBC iPlayer and YouTube that I have nocticed a problem with.  I was hoping that this problem would right itself once I have had the new box for a few days, but time will tell.  In the meantime I will see if I can still get access to the two problem channels via my laptop, just as a back-up. 

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    So do you have a TiVo or a V6? I linked to a page with pictures.

    Both run TiVo software but are very different hardware. Some advice depends on knowing which you have.

  • LadyoftheManor's avatar
    LadyoftheManor
    Tuning in
    2 years ago

    I have a Virgin TV V6 box by the looks of your link.  I just checked it again and tried to access BBC iPlayer, but I am still getting the same message saying that my Virgin connection is not recognised. Looks like I might have to contact the technician again.  He did say I might have to log back into iPlayer etc, but there doesn't seem to be an option to do this that I can see. 

    • nellyb87's avatar
      nellyb87
      On our wavelength
      2 years ago

      I have just had a replacement V6 box fitted today to replace a faulty one. The Virgin technician informed me that there is a problem with all new V6 boxes - they don't work with iPlayer nor most other apps - they get a security error. Netflix does work. Also I am finding that I cannot access help & settings either, so cannot programme my remote to turn TV on and off. So seem like I have live TV and can record it ok, but not much else. Virgin are meant to be working on the issue.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    Thanks for confirming a V6, I suspected as much but wanted to be sure. Before you go nuclear & contact VM, let's try a methodical approach.

    Can you post a picture of the error message, onto this forum thread by means of reply?

    • LadyoftheManor's avatar
      LadyoftheManor
      Tuning in
      2 years ago

      Hi - I have just taken a picture of the Security Error that appears on my TV screen when I try to access On Demand or Catch-up for iPlayer etc.

       

      • Ballingdon's avatar
        Ballingdon
        On our wavelength
        2 years ago

        You have the same error msg that many of us our getting, via different routes - so it could be using the Red Button on BBC1 , trying to start some of the channels in the 220s , trying to use ANY of the Apps in the Apps & Games area, trying to access Red Button on Sky Sports 501 ( I hope sky realise how their service is being treated!), or Red Buttons on 528 TNTSports 2  , or… basically about half my offering is stuffed.

        I spent hours on phone to VM help line (who have problems with English), to be told a technician must visit (- and I know this is a VM server problem) . He visited, I showed him, gave him a long list of things I can’t do now, and he left after 5 minutes.

        I am also out of contract, so I may be out of VM v shortly…

  • LadyoftheManor's avatar
    LadyoftheManor
    Tuning in
    2 years ago

    Looks like you have the same problem as I have, and we might just have to wait until Virgin can sort it out from their end.

  • ElizaEC's avatar
    ElizaEC
    Tuning in
    2 years ago

    I am having the same issue and I have a Virgin TV V6 box, I have two boxes one, thankfully is working fine, but the other has suddenly started to display the message (screenshot below) for BBC IPlayer, YouTube, Amazon Prime, etc. I am worried that the other will also stop working.  Can't find any official fix on the VM web pages - what do you do?  When will it be fixed?screen message displayed

  • stuartrollox's avatar
    stuartrollox
    Joining in
    2 years ago

    We have had a new box fitted today, we can no longer access iPlayer, prime TV ,itvx or you tube keep getting the security error "this server could not be prove rhat