Apps not working on virgin box

Question

When I press the home button it doesn’t show any pictures, also when I go to the app page it doesn’t show any of the pictures for the apps, when I load an app e.g Netflix it loads to the main screen but when I click on something to watch it will not load. I have checked the internet connection on both Netflix and the virgin box and both are saying a strong connection.

tv and recording are working fine

I have tried changing connection types to the router, i have also reset the modem, I have also checked the cables

the only thing that seems to temporarily fix it is turning the box off at the wall and reloading, but that fix only lasts a day before the same problem starts again, I feel like it’s a fault with the box but would like some help thanks

Carley_S · Answer

Hi Lcky08&nbsp;
Welcome to the community forums&nbsp;
Sorry to hear about your issues when accessing Netflix.&nbsp;
Do you see any messages at all when accessing the film/series on Netflix like a unable to play title or is it a blank screen/buffing screen?
On the home screen on the 360 when you say you don't see any pictures? Do you mean the logos of the channels or that there is no images at all? Are you able to provide an image to what you see please so we can assist further?

Lcky08 · Answer

Beth_G · Answer

Hi Lcky08
Thanks for providing pictures of the issue. We're not too sure what might be causing this but I think it'll be best to arrange for an engineer to visit. We can replace the TV &nbsp;box if needed.
I've sent over a private message so I can arrange this with you 😊

Beth_G · Answer

Hi Lcky08&nbsp;
Thanks for getting back to me with your details via PM.
I've gone ahead and booked in an engineer appointment for you.
There’ll be no charge for this visit unless:
&nbsp;

The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
 You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

Otherwise, the appointment would be free of charge.
The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.
If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.
 Let us know how the visit goes and if you need anything else 😊

Millar32 · Answer

Hi @Lcky08,Did you get this resolved? Was it the tv box needing to be replaced? I've just remotely upgraded our Tivo box to Virgin 360 and the apps constantly crash, log me out or do what you have reported where nothing loads including images or the apps.&nbsp;Thank you,

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Apps not working on virgin box

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