My mum has just got a v6 box and is unable to view any apps she gets a security certificate message. Scrolling through all the boards I see a number of people had this issue about 3 weeks ago. Anyone got any ideas on how to fix?
I’ve had a new V6 box and getting this security message too - looks like it’s been going on for ages time VM sorted it out - going to ring them as we shouldn’t be charged full amount if we can’t use it fully
Getting this message when trying to access BBC player, ITV x etc.
can I fix it or does a fault need to be logged with Virgin Media. If so how do I log a fault ?
Thanks
Report it to VM. Note date and time and join the chase for compensation.
If this has been fixed, it's odd that we're getting the same problem since we had a new V6 box last week. Currently waiting for a response from VM.
There's another thread about the same issue but with reference F011216248.
One thing to add to the discussion; are the V6 boxes connected DIRECTLY to the VM hub, or is another router involved? Ours is connected to an ASUS router connected to the VM hub. I don't think this will be the issue, but thought it may be worth mentioning.
No, wont be that. The signal has to have gone to VM server & back to show the standard message we have all photographed.
Hi I have the Security Error message 'the server could not prove that it is content.dtv.virginmedia.com the security cert is not trusted etc. I can see numerous posts with this message. Can someone please advise how to fix it. Thanks.
Forum TeamHello Ian48.
Thanks for your post and welcome to our Community.
Sorry to hear you are getting the security certificate error message.
We are fully ware of this affecting some customers with a V6 box.
Update wise we hope to have this fixed with in the next 48 hours.
You can check online for updates here or pop back on here and we can chase this up again.
Gareth_L
Well of course you are aware! It’s been going on for weeks. Why bother saying it’ll be fixed in 48hrs. How do I get a reduction in my bill. Please post details here.
I have been getting a security message for 2 weeks now when trying to access prime and bbc iplayer. So far have had 3 Engineers out and 2 new boxes installed. The suggestion to upgrade to the 360 was made by 1 Engineer because they said this problem wouldn't keep happening. 360 remote arrived yesterday. Followed link to set it up and got the same security message so now sitting here with the 360 remote but still using as V6. Each time I speak to virgin they tell me there is no issue their end and it must be my equipment. Another Engineer booked for Thursday.
Does anyone know what this message means and why Virgin don't seem to know about the problem?
Just frustrating as the Engineers keep saying Virgin have an outage that needs to be fixed but Virgin keep telling me it's the equipment in my property and sending out Engineers. 🤦🏼♀️
Just seen this
This has been happening for months now we have also phoned VM on a number of occasions and get nowhere - they are aware of this error but the help desk keep denying all knowledge of it - I will keep pestering them and wasting their time until it’s sorted
I have the same......can't get anyone to resolve it or even talk to me about it now. My neighbour (a lawyer) says I could now take legal action but that's a pain to go through....but it is really appalling after all the engineer call outs.
TV6 box gave up the ghost and Engineer replaced it....no issues. Then a day later all the Catch Up services no longer work. All go to a screen that says a security problem and that the server cannot identify the virginmedia server address due to incorrect security certificate. Went through all the customer service issues, rebooting box, disconnecting and reconnecting ethernet and wifi.....no success. Engineer dispatched and immediatley he says that he knows of this issue and can't do anything about it as it is an IT issue. That was a week ago and now we are in limbo with nothing changed. No catchup... Been waiting on Chat now for 35 minutes with a message saying we are busier than normal, but get this message EVERY time I try to contact (so why not employ some more staff???). My neighbour (a lawyer) says this is fast approaching breach of contract and that consumer laws can be used...what do I do?
[MOD EDIT: Subject title changed for clarity]
Alan
I have experienced precisely the same and they dont have an answer precisely as you describe
i have once historically tracked down Virgin Media CEO contact details with similar very serious issue shared by many of my virgin media neighbours and it did then get attention
We have had exactly the same experience only been going on for 2 week. We feel we are just banging our head against a brick wall. Would love to know what we can do to get this sorted. Any suggestions?
Same here, my apps went down on the 1/03/2024, after numerous calls to customer services, still broken, also now raised a compliant, about the poor customer, and rude advisors, have to agree, with Alan-B, they have to very close too breach of contract, and I have told them this, I will be looking to leave, and to think they are putting up the costs by 8.8%, without the option leave.
Been going on for over a week now......was fine until I had the box changed (previous one had changed). As part of the replacement install the engineer downloads a new image on to the box. I'm suspecting the incorrect image has been provided with incorrect security cert information, giving this issue. So it's a patchwork of individual errors that can now only be fixed by a system wide update.....a mess. Engineers have been out and can't do anything.....say it's an IT issue...shocking service
Please see the pinned post from the @ModTeam
/Virgin-TV-V6/Incorrect-Security-Certificate-error-TV-Apps-F011216248/
"Hello,
We are aware that some users may be unable to watch TV apps on the V6, with the error message "incorrect security certificate" being displayed. This has been logged under F011216248 and we are waiting for our internal and external teams to confirm their investigations and come up with a fix soon."
Hi Mod team, I was given that ticket number, on Monday, by customer services, said it would be fixed on the 13/03/2024 12:03 services status, was showing amber, Wednesday came and went no fix, services status now showing green, saying no known issues in my postcode, spoke to Customer services, again told me the ticket number,now closed.
Fixed on Friday.....positive it was a corrupt box image from the provisioning service. Hence why it seems to be associated with replacement boxes. Anyhow very nice lady rang me following submission of an official complaint form to offer compensation and also to tell me it was caused by a "technical" issue...which I told her smacks of a mistake by someone in IT.
Forum TeamHello Alan_B.
Thanks for your post confirming the security certificate error message has now been resolved.
We did run a full investigation to get this issue resolved for the customers that were affected.
If you need anything else at all. Please let us know.
Gareth_L
