Forum Discussion

Johnof's avatar
Johnof
Tuning in
11 months ago

Stream box error says I'm not at home

Hello

I'm a new customer, the VM engineer came and installed my brand new (fibre) line and equipment (Hub 5 and Stream box) 2 days ago. 

At the time of set up the message on the TV screen via the stream box said it looks like you aren't at home, the engineer said this would probably disappear in a couple of hours which it did. But after turning off the stream box later that day, ever since I'm getting the same message and I can't watch my TV via stream. Also in the couple of hours that it was working, I couldn't watch any of the Sky Sports or TNT sports channels that I'd ordered.

I've reset the Hub 5, by pressing the little button with a pin, and I've also reset the stream box (by holding the power button down after turning it off and on at the socket) but this hasn't solved it.

Has anyone got any suggestions on how to resolve this? 

    • Johnof's avatar
      Johnof
      Tuning in

      No I'm not using any VPNs. My location is showing as London via that link you sent, I'm in Manchester

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Johnof 

    You could try a soft reset and/or a hard reset.

    Unplug the USB from the back of the Stream box and then hold the power button on the front of the box while  plugging the USB back in. (Keep hold of the power button while doing this)

    Keep holding the power button in when the Welcome screen appears for 5 seconds and then let go. 

    A menu will appear. Now tap the power button to select which reset option (hard or soft) you prefer. I would try the soft reset option first, and if that fails try the hard reset.

    Then hold the power button again for 5 seconds on the one selected option to reset it. 

    • Johnof's avatar
      Johnof
      Tuning in

      Hi @newapollo thanks for the tip but I can't get that to work. No menu appears for me when I let go of the power button, instead the tv screen goes blank and the light on the stream box flashes orange for about 3 minutes, the light then goes solid orange and then the welcome screen appears again, then the screen goes blank and the light turns blue. When I turn the box back on (white light) I'm still getting the same error message 

      • newapollo's avatar
        newapollo
        Very Insightful Person

        Hi again Johnof 

        You did unplug the USB from the back of the Stream box first didn't you?  (best to do this for around 1 minute)

  • Have Exactly Same issue.  Tried on WI-FI / Cabled .   Soft reset / Hard Reset . Still same error.  “It Looks like you aren’t home”. 

    • johntoner1978's avatar
      johntoner1978
      Joining in

      Called today. Doesn’t appear they have a clue what I’m talking about.  Said they raised ticket and I’ll get update in 5 days!  😡

      • johntoner1978's avatar
        johntoner1978
        Joining in

        So VM sent me a New Stream Box.   Guess what EXACTLY the same Issue. Cabled via CAT6 Cable direct to Modem. Definitely online as it updates SW . Joke of a company