Forum Discussion

KarenG61's avatar
KarenG61
On our wavelength
24 days ago

Problems with 360 box and apps

So we have long had issues with using apps via our 360 box but this has become increasingly worse and find ourselves switching sources to use the apps via the smart TV but I would rather use the 360.

The online help today was worse than useless (I have always found them good before) didn't read what my problem was to start with and then told me to reboot and wait 30 minutes which I did and the problem was even worse, went back to the help and they'd finished the conversation 10 minutes after telling me to wait 30 minutes.  Can't wait for my contract to end so I can ditch Virginmedia

  • KarenG61's avatar
    KarenG61
    On our wavelength
    24 days ago

    So update on above waiting to be reconnected to chat and I've now been completely cut off and will have to start again.  Virginmedia what has happened to you?

     

  • newapollo's avatar
    newapollo
    Very Insightful Person
    24 days ago

    What is the exact issue with the apps?

    Do the issues affect all apps, or only certain ones?  If only certain ones then which particular ones?

    What error message(s) do you see when having problems with apps, for example CS2400

    Have you checked the error codes online?

     https://www.virginmedia.com/help/check/tv-error-codes

    Do you have any problems with On Demand and Catch Up services?

    Is your 360 box connected to the internet via an ethernet cable or wirelessly?

    • KarenG61's avatar
      KarenG61
      On our wavelength
      24 days ago

      Hi newapollo

      Issues affect BBC iplayer, ITVx, All 4 don't use all of the apps not had an issue with Netflox recently

      No error messages just very slow at best and just a black screen at worst.  Also All4 is very bad quality.  We have very fast broadband so shouldn't be blurry or buffer as it does.

      Connected via ethernet cable

      Many thanks

      • newapollo's avatar
        newapollo
        Very Insightful Person
        24 days ago

        Hi again KarenG61 

        Have you tried a different ethernet cable, or connecting by wifi to see if that makes any difference.

        Black screens can be caused by not using a high speed HDMI cable. 

        The black screen can also be due to due to a difference in frame rates.

        Go to Settings >Audio & Video > Match frame rate

        If it's set to ON then people do see a blackout/or hear a sound drop when the 360 or HDMI reconfigures for the difference in frame rate.(This is more noticable on live TV when switching from adverts back to a program, or changing channels)

        If it's set to the default (OFF) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen out. 

        Either way try toggling this setting to see if it solves your issues.

        Just for info :- Channel 4 removed the All4 branding from their app around April 2023 on all devices (not just Virgin Media) in the UK. It was superceded by an improved app called the Channel4 app.