Forum Discussion

ntruby's avatar
ntruby
Dialled in
9 months ago

Virgin Media Service Not Found (C133/Service Not Found)

I've been away for a couple of weeks.

In that time my box has lost connection with the Virgin Media Service.   This used to happen a lot with my old box, but has never before happened with my V6 Tivo box.

I've rebooted the router and the Tivo box multiple times, but no dice.  When I try to connect the VM box it times out on the "Negotiating" stage.   See pic.

Broadband is fine.  TV is fine also, except there are no programme listings/descriptions, and recordings don't work.

Thanks

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    Assuming you definitely have a V6 and not a TiVo (same software, but very different hardware - https://www.virginmedia.com/care/tv-fault/which-tv-box ) then this is all symptomatic of a lost connection between your V6 & home-hub. It's this which provides the internet connection for OnDemand, streaming, and numerous - including EPG - updates.

    How is your V6 connected to your hub - is it (recommended) Ethernet hardwired? Or wireless? Check whether OnDemand works, as a good test of the internet connection. Report back on this, and your connection type - further advice can follow depending on both answers.

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      Hi, thanks for your reply.

      Yes, it's a v6 - sorry about the red herring!

      The V6 is connected by an ethernet cable.  I'm fairly confident that this isn't the issue, as I tried disconnecting it then trying to connect to the Virgin Media Service again through the menu, and it (correctly) told me that the ethernet was disconnected.  I've also tried connecting to VM being connected to the router via WiFi instead of via ethernet - same result.

      Finally, the attached pic would appear to suggest that all is well with the box's connection to the router.

       

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    Does OnDemand work OK?

    Can you set manual recordings? (Home > My Shows > Set manual recording). This is to test whether your V6 has the account-set ability to record.

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      Yes, both On Demand and Manual Recordings work OK.

      I was also able to press "R" on programmes (last night's football), and they recorded for a while but then stopped, presumably because without access to the programme schedule the box doesn't know when to stop the recording.

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    So the internet connection & recording ability is present.

    Another synch worth trying is the EPG one - follow Home > Help & Settings > Help > TV Care > I'm missing some channels.

    Give it perhaps 10-15minutes then retry a manual network connection via Help & Settings > Settings > Network > Connect to VM Services now.

    If both of these fail to resolve, then there's something user/account-specific awry here.

  • ntruby's avatar
    ntruby
    Dialled in
    9 months ago

    Thanks for your continued interest, japitts.

    Sadly, rebuilding the channel list then trying to connect again has yielded the identical response.

    According to the info the box last connected successfully on 16th April.  I record Newsnight every night, and it seems that the last successful recording was on Fri 28th April.

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    How odd. Just to rule out the obvious, when did you last restart your V6? Using the Help & Settings > Restart > Restart my box (exact wording may vary - doing this from memory) options.

    If not, this will need VM intervention I fear.

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      Hi.  I had power-cycled both the box and the router several times yesterday, but I did try the restart you suggested above just now.  Sadly, no dice.

      Not entirely wasted though, as part of restart involved hitting the "Last Channel Watched" button, which I didn't know existed.  Exceptionally useful when watching different games on multiple channels!

      Do you think I need to call in to VM?   I don't know when I will have the time available for that.

      Thanks

      N

      • japitts's avatar
        japitts
        Very Insightful Person
        9 months ago
        ntruby wrote:

        Not entirely wasted though, as part of restart involved hitting the "Last Channel Watched" button, which I didn't know existed.  Exceptionally useful when watching different games on multiple channels!

        You can go one better than that on a V6. Press your "Info" button and scroll to the bottom panel, all 5 of your background tuners are listed - fully controllable and selectable. Each background tuner holds a 1hour buffer unless it's recording a programme. Something not available on the newer TV360.

        ntruby wrote:

        Do you think I need to call in to VM?   I don't know when I will have the time available for that.

        That depends how urgently you want this sorted. VM staff do respond on these boards, if you don't mind waiting an extra couple of days.

  • SpacePhoenix's avatar
    SpacePhoenix
    Fibre optic
    9 months ago

    If you log into the router, can the router see the V6 box? If you've got a second V6 box, can that one see the V6 box that's playing up?

    • japitts's avatar
      japitts
      Very Insightful Person
      9 months ago
      SpacePhoenix wrote:

      If you log into the router, can the router see the V6 box?

      This is a good point. I'd taken it as read, given that VoD works, that the 'net connection is proven. But check your router for "connected devices" and ensure the IP address matches that which the V6 displays.

      • ntruby's avatar
        ntruby
        Dialled in
        9 months ago

        See reply to SpacePhoenix.  Seems fine.  Cheers, N

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      HI SpacePhoenix.   Yes, it seems to be (see screenshot).  The IP address 192.168.0.9 matches the one the box think it has from "Network Status".

      • newapollo's avatar
        newapollo
        Very Insightful Person
        9 months ago

        Hi ntruby 

        I'm not a wifi expert but looking at your earlier posts it seems to me that the V6 isn't connecting to the  correct VM DNS (addr 1,2,3) 192.168.4.100 and 192.168.8.100 

        Yours is showing as connected to DNS (addr 1,2,3) 192.168.0.1, none, none

        I can't check on a V6 as I converted to a 360, but my 360 shows the  DNS server 1 as 192.168.4.100 and DNS server 2 as 192.168.8.100

        The screenshot below is from a quick google search showing another V6's network settings.

        Is your Hivehub working correctly? I'm wondering if that set up is affecting the V6 connection

         

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    9 months ago

    I was just about to post that the DNS address is wrong when you beat me to it.

    If a box doesn't have the correct DNS address it cannot resolve domain names and all sorts of problems could result, including but not limited to making it unable to access various online services, program guides, software updates and VOD.

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      I have no way of influencing the DNS settings of the box (that I know of).

      And the DNS of my laptop (from which I am typing to you) is 192.168.0.1 (the VM router) also, which is fine.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        9 months ago
        ntruby wrote:

        I have no way of influencing the DNS settings of the box (that I know of).

        And the DNS of my laptop (from which I am typing to you) is 192.168.0.1 (the VM router) also, which is fine.

        Open a command prompt and type in ipconfig /all

        The window that opens shows your DNS servers which should be as per the screenshot below

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    I'll check the IP config on my V6 later tonight if no-one else beats me to it, the box is in use at the moment.

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    I think you're right - if anything my setup, with the VM hub in modem mode and a separate router, should be more complex but otherwise straight out-of-the-box.

    If your other Ethernet/wireless devices are all working fine, and you're not using modem mode, I'm at a loss with yours. Something's evidently changed in the past fortnight!

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      Thanks.

      VM 2nd line support called today.  She couldn't fix it.  She did say I have a very old and unsupported router (it's a Virgin Media Super Hub 2ac), and she's sending out an engineer with a new router.   Hopefully that will fix it.

      I'm away for a week or so but will report back.

      Cheers
      N

  • japitts's avatar
    japitts
    Very Insightful Person
    9 months ago

    I'm not sure of anything in the config of those older routers that should cause an issue here, but stranger things have happened.

    Will be interesting to see if this resolves - certainly an unusual case!

    • ntruby's avatar
      ntruby
      Dialled in
      9 months ago

      I think it highly unlikely that a new router will fix it either, as the existing router is absolutely fine in every other respect on delivering broadband.   But you never know, and at least if the engineer can't get it to work either, it will move on within the VM support process.

      I did on a whim, given that another contributor's IP settings were on the 192.168.1 subnet (I couldn't change to this on my router), and changed the subnet to 10.10.10.1 etc, but it made no difference.

      Just have to sit and wait I suppose.  I wonder if I'll get a credit on my account ... 😉

      • ntruby's avatar
        ntruby
        Dialled in
        8 months ago

        So, predictably, the new router didn't fix the problem, but a new box did.

        (Regardless I have a new router, which has been quite tedious, as the Hub 3.0 won't allow me to configure it with my previous (8-character) WiFi password, so I've had to re-configure quite a few devices).

        Thanks to all who contributed and tried to help!