Forum Discussion

Kmacb's avatar
Kmacb
Tuning in
6 months ago

Apps not working after 360 upgrade

Already had an engineer out after 360 upgrade as box wasn't pulling out of standby this was fixed by an replaced uhd hdmi cable.

Working much better but I am finding that BBC Iplayer picture quality is slightly pixilated and generally poorer than live/recorded tv. Last night I also wasn't able to open any of the free apps. This was fixed by a box reboot. I have tried disconnecting ethernet to see if that made any difference but picture is same both  wired and unwired. Are there any other steps I can try or is another engineer visit required? 

  • John_GS's avatar
    John_GS
    Forum Team
    6 months ago

    Hi Kmacb 
    Thanks for posting and welcome back to the community. Apologies for any TV issues. Upon doing a system diagnostic we've found the below;
    Our automated systems has identified an issue which is affecting multiple customers in your area. This is likely to cause connectivity and performance issues. Our engineering teams have been automatically notified of the issue and will investigate and fix the issue as soon as possible.

    • Kmacb's avatar
      Kmacb
      Tuning in
      6 months ago

      Thanks for update, this could also be why my echo dot isn't working Amazon did try and blame my wifi 🫣. When is it likely to be resolved as noticed the issue with Iplayer Sunday night?

      • Steven_L's avatar
        Steven_L
        Forum Team
        6 months ago

        Thanks for coming back to us Kmacb, has there been any improvement since you last posted?

  • Kmacb's avatar
    Kmacb
    Tuning in
    6 months ago

    The apps are all opening fine now but the picture is still pixilated when compared to tv or watching using the smart tv app rather than virgin box 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      6 months ago

      Thanks for the update on this Kmacb, is this across all channel/apps or just some, and is it all day or certain times of the day? Have you ensure that the HDMI lead if securely in place and not bent, if you have a spare lead could you please swap it out and ensure the lead is a high speed lead for the content to be shown in the quality that it is being streamed at, as well as an alternate HDMI slot in the TV. 

      Please could you let us know how you get on, if you have any images or video, it will help us further.

      Sabrina

  • Kmacb's avatar
    Kmacb
    Tuning in
    6 months ago

    The HDMI cable is the one supplied by the virgin engineer after he said that my own cables were not good enough.  They are in fine . I pretty much only watch tv in evening and not even every day so hard to tell if it's a certain time. Still having issues with iplayer pixlating ,I don't know about other apps as I haven't really watched them 

    • roy247's avatar
      roy247
      Superstar
      6 months ago

      If live TV picture's aren't pixelating and recordings are OK and it's only the app's you are having problems with then that would suggest either a problem with your network connection is it ethernet cable or wi-fi.

       

    • newapollo's avatar
      newapollo
      Very Insightful Person
      6 months ago

      Hi Kmacb 

      Open iPlayer and click on the iPlayer settings (the cog at the bottom of the left hand column)

      On the next screen scroll down and click on Video Quality and make sure that Best Quality is ON

      It might also be a good idea to turn on iPlayer Beta (the next option down) if you have a 4K TV

       

      • Kmacb's avatar
        Kmacb
        Tuning in
        6 months ago

        I had already checked that it's still the same