Forum Discussion

rpwithey's avatar
rpwithey
Tuning in
2 months ago
Solved

On demand apps not working

We recently updated to TV 360 on our V6 box. Everything worked fine to start with, but recently, we have been unable to access iPlayer, C4OD or ITVX. If we try to connect, the screen goes black and none of the remote buttons work. The only solution is to reboot the box, but that only gets the box working again - we still can't get the on-demand apps. Other on-demand channels, such as C5 and U, work without problem, as do Netflix and Amazon Prime.

Any suggestions?

Robin Withey

  • Gareth_L's avatar
    Gareth_L
    2 months ago

    Hello Robin. 

    Thanks for popping back on our community, sorry it isn't on better terms with the faults after the 360 upgrade.

    It will more than likely be that the V6 box is dated and didn't take to well to an upgrade. That's the easiest way to put it.

    What I'd like to do is arrange for the box to be swapped, you'll still be on the new 360 software.

    If you don't mind, I'll need to send you a private message to pass security first.
    If you can check the envelope at the top right of your screen, that would be great. 
    Gareth_L

     

5 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 months ago

    Try a factory reset to clear what may be a corrupt cache.

    On your Virgin TV 360 remote, press the Home button.
    Navigate to Settings.
    Go to System.
    Select Factory Reset.
    You will be given two options: "Keep Recordings" and "Format Disk."
    Choose "Keep Recordings." This will reset the box's software and app data without deleting your saved shows.
    The box will go through a reboot process, which may take several minutes.
    Once the box has restarted, you will need to sign in to all of your apps again including Netflix, BBC iPlayer, ITVX and Channel 4 as your login data will have been cleared.

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 months ago

    Hello Robin. 

    Thanks for popping back on our community, sorry it isn't on better terms with the faults after the 360 upgrade.

    It will more than likely be that the V6 box is dated and didn't take to well to an upgrade. That's the easiest way to put it.

    What I'd like to do is arrange for the box to be swapped, you'll still be on the new 360 software.

    If you don't mind, I'll need to send you a private message to pass security first.
    If you can check the envelope at the top right of your screen, that would be great. 
    Gareth_L

     

  • rpwithey's avatar
    rpwithey
    Tuning in
    2 months ago

    Sorry, I didn't check the messages until now: we can at least get on-demand on the TV. I should perhaps mention that I did get a message that the 360 upgrade had failed, but it then appeared to work fine, so I assumed all was well.

    Replied to your direct message, Gareth - thanks.

    Robin Withey

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello rpwithey 

      Thanks for your time over the last week or so.

      Glad to hear the engineer attended on time and swapped the 360 Box over for you.

      If you need anything else at all, you know where we are.

      Gareth_L

  • rpwithey's avatar
    rpwithey
    Tuning in
    2 months ago

    The conclusion was that we needed a proper TV360 box, rather than a V6 upgrade. Apparently it's not unusual for the V6 upgrade to have problems, so Virgin should really not be offering the in-place upgrade if it's not reliable. I guess a new box isn't customer installable.