My husband tried to access a recording from the main 360 box to watch on the mini box. It came up with OOPs. We couldn’t connect to Virgin TV 1. How do you solve this issue?

Hi mtennant Was the main TV360 box switched on? If not then the mini box wouldn't be able to connect to it.If the main 360 was in standby then it needs to be in either Fast Start or Active Start mode.Settings > System > Standby power consumption. You have 3 choices.Fast start - the 360 starts quickly but is less energy efficientActive start - more energy efficient than fast start but the box takes a little longer to start upEco start - the most energy efficient and probably the one you're using. It uses minimal power but takes a while to start.The first two options are best if you have a mini box and want to watch a recording on it

OOPs. we couldn’t connect to Virgin box1 | Virgin Media Community

29 Replies

newapollo
Very Insightful Person
3 years ago
Hi mtennant
Was the main TV360 box switched on? If not then the mini box wouldn't be able to connect to it.
If the main 360 was in standby then it needs to be in either Fast Start or Active Start mode.
Settings > System > Standby power consumption. You have 3 choices.
Fast start - the 360 starts quickly but is less energy efficient
Active start - more energy efficient than fast start but the box takes a little longer to start up
Eco start - the most energy efficient and probably the one you're using. It uses minimal power but takes a while to start.
The first two options are best if you have a mini box and want to watch a recording on it
- mtennant
  Dialled in
  3 years ago
  We have tried all the steps you outlined and it is still coming up with the same message. So cannot access recordings on mini box as it cannot connect to 3620 box
  - roy247
    Hero
    3 years ago
    How's the mini box connected to your hub, ethernet cable or wi-fi, if it's wi-fi can you watch on-demand, you can also check your network connection by pressing Home, Settings, Network, Diagnostics.
    You should have, Signal Quality Good, and 3 green ticks.
Sburrows365
On our wavelength
2 years ago
Just a reboot, power off etc. Tried again couple of days ago, hasn’t resolved it. Swapped so that both boxes are on the wifi, not Ethernet (main) and wifi (mini), but made no difference.
Error comes up, Oops we can’t connect to Lounge at this time, please try again. Doesn’t matter how many times I try, it isn’t working. This is only related to recordings, netflix etc still connects fine, so it’s not a network issues.
- Chris_W1
  Forum Team
  2 years ago
  Hi Sburrows365, thanks for the message and welcome to the forums.
  
  Please can you check power and RF connections to VM Hub and ensure Ethernet cable is securely connected if applicable. For 360 boxes connected over Wi-Fi, reconnect the box to Wi-Fi network from the “Network Settings” menu. Displayed when the 360 box has poor or no signals present. Check that co-ax cable is securely connected
  
  Please let us know if you have any issues with this?
  
  Chris.
  - Sburrows365
    On our wavelength
    2 years ago
    Hub is all connected fine, checked all cables. Wifi works for everything else in the house, even the mini box connect to Netflix ok, so I don’t think that’s the problem, it is just the ability to play recording that isn’t working.
    
    This was all fine until a recent internet outage. After it came back on, the old hub was struggling to connect, so swapped to the new one. New network ID and password, but that works fine, signal strength on mini box is high according to diagnostics.
    What is the best step to fix this now, can’t watch recordings currently.
Sburrows365
On our wavelength
2 years ago
This is still not resolved. Been 2 months now. I can’t make/watch recordings between the two boxes. What is being done to resolve this???
Sburrows365
On our wavelength
2 years ago
This is still not resolved. 3 months now and still we can’t watch recordings upstairs. I’ve had an engineer visit, he just changed both boxes which meant we lost all recordings we did have, and new ones now still don’t work. I’ve been asked to reboot the hub numerous times, but I don’t pay a subscription to have to keep doing that. The lack of urgency to resolve this has been very disappointing.
After the last hub reboot, the ability to watch recordings has been intermittent but is currently not working again, and has been reliant on leaving the downstairs box on when we go upstairs to watch Tv at night. That wasn’t the case previously and is not energy efficient. I expect better.
- roy247
  Hero
  2 years ago
  Just to clarify a point is the main box set to fast start or active start and left switched on at the plug and the rear of the box when you can't watch recordings.
  If the answer to the above is yes, then when you can't watch recordings can you still access any apps like iPlayer or YouTube.
justo80
Joining in
2 years ago
I have the same issue. Tried to reach not to support but chat crashes everytime. Has anyone found a solution to this?
- Ilyas_Y
  Forum Team (Retired)
  2 years ago
  Hey there justo80 Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼
  
  I'm sorry to hear about the issues with the TV box.
  May I ask if all the cables have been checked to ensure they are fully connected to one another?
  
  Let us know and we can go on from there.
  
  Kind regards.
  - justo80
    Joining in
    2 years ago
    Kitchen is directly connected to the router, Lounge is connected over WiFi. All cables that are there are all connected properly and yes, I have tried to reboot both boxes.
adik3412
Joining in
2 years ago
Hey Guys, I am facing a similar problem.
Yesterday the technicians installed the internet and TV. The man mention it will take an hour for the tv to activate. It has now been more than 24 hours and nothing happened. Not a single channel is available and the message with a crow says OOPS...connection problem.
While checking the network connections, it's fine! Any tips what I should do?
Thanks!
- roy247
  Hero
  2 years ago
  This thread is about not being able to access recordings on the main box from the mini box from your post it sounds like you can't watch live TV which comes through the coax cable to the 360 box, if you have a 360 main box and mini box they both need a coax connection and a connection to your hub preferably by ethernet cable, (at least to the main box).
  If you can clarify how many boxes you have and the error code if you get one and if it is live TV that you can't watch that would help.
  Did you check the network connections by using the box diagnostics, if you did that would imply that the software has downloaded ok.
kevinl964
Joining in
2 years ago
We had the same and this I show I appear to have solved it.
Box 1 is hard wired to the Virgin router. Then we have BT Wholehome Wi-Fi disks for tbe rest of the house and box 2 was connected to these. I switched box 2 Wi-Fi to connect to the Virgin router and straight away could access my recordings.
Hope this helps someone.
Hicksy77321
Tuning in
9 months ago
I have found the solution as I just had the same issue.
If you are still having the same issue let me know and I'll let you know how I managed to resolve it.
- Ab20
  Settling in
  9 months ago
  How did you manage to solve it? We’ve been having this issue for 2+ weeks now, box upstairs can’t connect to main living room box, tried everything. Connected to internet fine, have all 3 green ticks, just getting the “oops we could not connect to main box” when we try to watch a recording.
  - Alex_RM
    Forum Team
    9 months ago
    Hi Ab20,
    
    Thanks for posting and welcome to our community 😊
    
    Sorry to hear you're having some issues with the recordings.
    
    Can you confirm if the main 360 is switched on when you're trying to access recordings on the mini?
    
    Are both boxes connected to same network? Not split bands and changed names of the frequencies?
    
    Alex_Rm

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OOPs. we couldn’t connect to Virgin box1

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