Forum Discussion

nattoner77's avatar
nattoner77
Tuning in
8 days ago

Installation today - It looks like you aren’t home

Engineers arrived today to install tv & broadband. All went well until getting to the tv set up. 
keep getting the message above and can’t access tv ( 2 tvs and neither work). Engineer said just keep unplugging usb and it will come on, he tried multiple times and then left. 
Called VM to be told I need an engineer to finish setting up services and no available appointments until 15th September! 
Was told it might sort itself out in the next 24/48 hours… and I could have a credit on first bill. 
I have looked at previous answers to this issue and followed instructions but nothing is working. 
Am I really going to be waiting nearly two weeks for tv service? My kids aren’t home yet but I can’t see my life being very pleasant for the next few weeks if I don’t get it sorted. 
Any help would be greatly appreciated. 

8 Replies

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

    Hi nattoner77​ 

    You've posted in the TV360 forum, but as a new customer you would normally have been supplied with a Stream box, unless you are in an old cable area and spoke to Sales and specifically requested the recordable 360 box, and paid an additional £49.95 activation fee for the 360 box.

    The Stream box became the default TV choice for all of VM's new customers around 4 months ago.  I've posted a picture showing the two boxes below.

    The TV360 box works via a cable connection.   The Stream box is IP based and the live TV channels are streamed over the internet.   The Stream box must be connected to VM broadband, either via an ethernet cable or over wifi.  If you are using a VPN then it won't be classed as a VM internet connection and thus will probably show the message, "it look's like you aren't at home" or something similair.   If you are using a VPN turn it off and then try.

    There is a problem in the Teesside area at present (although as far as I'm aware it isn't affecting live TV, just apps) and some customers there are either unable to stream certain apps, or they are streaming USA apps.   This is due to a problem with the IP address showing their location as seeing being in the USA.   A fault ticket has been raised for this issue F011978457.

    EDIT Please confirm which set top box you have, and also what steps you've actually taken apart from plugging/unplugging the USB?

     

    • nattoner77's avatar
      nattoner77
      Tuning in
      8 days ago

      Apologies, I will post in the stream chat. New to all this and have no idea which box is which as I’ve been given no paperwork/instructions by the engineer. 
      I have tried unplugging the USB as advised. 
      Also tried unplugging USB and holding power button to do a reset (as I saw suggested here on another post) but only had the option to do a soft reset as I have no Ethernet cable

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

        Hi again nattoner77​ 

        No need to create another thread, I've moved your post to the Stream forum.

        I've enclosed a link to another of my posts which also shows how to reset the box from within the actual settings

        Sky witness +1 showing HGTV+1? | Virgin Media Community - 5641470

        Also, please look under Settings > System > Diagnostics

        Hopefully the bottom screen looks like the one shown below and that  your IPv4 gatway is 192.168.0.1  and your DNS Server 1 is 194.168.4.100 and DNS Server 2 is 194.168.8.100  which are the correct VM settings for being at home.

        Also please check the following site - it should show that you are connected to Virgin Media, and the location should be your town/city  https://whatismyipaddress.com/

        I've also had another thought, the IP address may be showing you  are still connected to your old provider if you are using an extender or booster belonging to your old provider.  If so it will need resetting.

         

  • nattoner77's avatar
    nattoner77
    Tuning in
    8 days ago

    How would I get to the settings? I can’t get past the page that says it looks like you aren’t at home. 
    I haven’t got any of my old (sky) internet connected

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

      Hi again nattoner77​ 

      There should be three options when removing the usb cable and holoding the power button.

      I've just been searching some old threads with the same problem.  I came across one from 2 years ago, however there's a recent response in that thread from 15 days ago.

      1. Do a stream box reset: whilst everything is turned on, only remove the USB cable from the stream box, press and hold the power button on the stream box for 5 seconds. As you’re still pressing the power button, reconnect the USB cable back into the stream box. Your TV should then display the welcome screen.
      2. After the welcome screen clears you’ll see options like: hard reset, software update, soft reset. Either follow the instructions on onscreen on how to select it or simply use your VM remote control to choose the “Hard Reset” option. 
      3. The system will perform a full reset with some software update screens etc. This’ll take a few minutes. You should then eventually see the VM logo for a minute before it loads the home screen and that’s it.
  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    8 days ago

    Use WhatIsMyIP.com to ascertain if your IP address in in the UK.

    Also half the problems reported in these forums are due to dodgy WiFi, so buy an Ethernet cable.

  • nattoner77's avatar
    nattoner77
    Tuning in
    8 days ago

    Hi,

    Thank you for all your advice, I have been at work all day and tried one last time when I got home and it’s working! 
    😊

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

      Yayyyyyy.    Thanks for updating the thread.