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C1980M's avatar
C1980M
Joining in
21 days ago

Live TV Only

For the last week or so, my service has been getting progressively worse. I started not being able to watch anything on playback or on demand. Then my apps stopped working or I had to sign in each & every time. Now the TV guide itself doesn't work properly. I'm only able to watch live TV which is really frustrating. I called a few days ago for help & was told it was a fixable issue (remotely) but the team that deals with it have a 5 working day turnaround. I'm not convinced this is fixable, remotely or otherwise I think it's the 360 box that's the issue. Has anyone had the same issue, what was the result? I'm annoyed to be paying for a service I can't use & can't seem to get anywhere on the phone. 

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    21 days ago

    All this is symptomatic of a poor connection between your VM hub and the V360 box. Apart from the directly received broadcast channels, everything else relies on the hub connection. This INCLUDES viewing recordings, as V360 Horizon has a server based indexing system for recordings. Is your box connected to your hub via WiFi or an Ethernet cable?

    • C1980M's avatar
      C1980M
      Joining in
      21 days ago

      Hi, it's ethernet but I've had the cables out several times then reconnected them all. Maybe I'll try a new cable? Thank you

      • roy247's avatar
        roy247
        Hero
        21 days ago

        If you don't have a spare cable you could always try removing the ethernet cable from the 360 (if you don't remove it you can't connect by wi-fi) and connecting by wi-fi to see if that improves things.

         

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    18 days ago

    Hi C1980M 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

    We're sorry to hear about the issue you've been experiencing and that you feel this way 😔

    Have you tried following the advice provided by roy247?

    Please pop back to us at your earliest convenience.

    Thank you for your support nodrogd 👍

    Regards,
    Daniel

  • C1980M's avatar
    C1980M
    Joining in
    17 days ago

    Hi Daniel-ET,

    I've tried absolutely everything & nothing has worked, It's now been almost 2 weeks since I've been able to experience the full benefit of my Virgin services. I apparently have 2 work orders logged: 69232186 & 69232190 but nobody has called me to resolve them as yet. The whole process and experience is really frustrating & there seems to be no real concern shown from Virgin (apart from your message). Is this something you can help me with? Thanks, Claire 

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      13 days ago

      Hi C1980M 

      We can see the Faults Management team did attempt to contact you but sadly were unable to do so.

      Can you try a factory reset on your box please to see if this fixes things?

      Best wishes.