Forum Discussion

gazstone's avatar
gazstone
Joining in
7 months ago

Looks like you aren't at home!

Hi.

I had Virgin TV and Broadband installed a couple of days ago.
New install. Fibre to the house.
Hub5X and Stream box.

The Stream TV stopped working after a couple of hours with the message "It looks like you aren't home". Powered the hub and the stream box off and on. Still not working. 
The TV started working again the following morning. After returning home in the evening the same message. Got it working again a few hours later by rebooting the Hub5X.

First thing this morning, No TV! "Looks like you aren't home again".

Stream is connected by ethernet through the plug into the 5X. Broadband is working fine.

Anyone have any ideas regarding this?

4 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    7 months ago

    Hi gazstone 

    Welcome to the Community Forums. 

    Sorry to hear you're having issues with the Stream box at this time. 

    Do you have any third party networking equipment such as a router or WiFi extenders/repeaters? 

    If not, do you have a VPN at all? 

    • gazstone's avatar
      gazstone
      Joining in
      7 months ago

      Hi.

      No VPN. Stream box connected by ethernet straight to the Hub5X.

      This issue seems to have fixed itself over the last 24 hours. Hopefully it won't reappear.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        7 months ago

        Oh okay, thanks for letting us know gazstone 

        Please keep us posted and let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

  • BHAVIK_MISTRY's avatar
    BHAVIK_MISTRY
    Just joined
    2 days ago

    Sharing my fix to this today having just dealt with it. Little back story: had my new fibre M500 broadband and TV stream box set up this morning. After the install, engineer tried to get everything up and running however wifi hub was showing a constant green light which prevented the stream box to be connected via the VM new wifi. Unwittingly, I tried to connect via my Sky WiFi as I still have it for another day - bad choice. The engineer had already left at this point saying it may take some time to activate before it works by itself. After that I constantly kept seeing the “Looks like you are not home” message on my TV and I couldn’t do anything else with the remote.

    THE FIX:

    1. Once my VM wifi was working (constant white light on the hub), I connected a Cat5 RJ45 ethernet cable (not provided - you may need to find or buy one) from any port on my wifi hub to the ethernet port that is on plug powering the stream box.
    2. 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.
    3. 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. 
    4. 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.
    5. If you wish to, you can then change your connection settings to have your stream box switch to a wifi connection, alternatively you can keep the ethernet cable in and it will remain connected that way. This step doesn’t particularly matter. 

    Hopefully my instructions are clear and this helps someone. If it does help anyone, please like or comment to reassure others.