HelloI'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?

You are not using any VPNs on the service? What does www.whatismyip.com show as your Location?

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.

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)

Hi again Johnof It's a relief it no longer syas your not at home.It's possible that the codes for the missing channels havn't been sent to your box yet. It's likely this will need passing to second level support.Hopefully a member of the forum team will pick this up for you in a couple of days and help.You could try phoning 150 (free from a VM landline), or 0345 454 1111 from any other phone (it's classed as a local call and free on most tarifs) If phoning either try option 2 (Faults) or option 4 (thinking of leaving)If calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and help.

HelloSo after I got it working again, the same issue came back. But, an engineer came round on Monday this week and replaced the stream box, plug and USB cable and that issue seems resolved now. The Engineer then looked at my account, as I still wasn't getting my Sports subscription channels, and seemed to think that the account hadn't been set up properly either, possibly because we are in a new VM Fibre area (nexfibre). He got a P ticket raised and I now have my Sports channels 😀 so everything seems resolved. So it was possibly a combination of faulty equipment and errors with the account set up.Thanks again for all the helpful replies from forum members and to you for checking in

Stream box error says I'm not at home | Virgin Media Community

22 Replies

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:
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.
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.
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.
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.
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.
- newapollo
  Very Insightful Person
  2 days ago
  You can also perform a reset by going to Settings > System > Reset
johntoner1978
Joining in
8 months ago
Have Exactly Same issue. Tried on WI-FI / Cabled . Soft reset / Hard Reset . Still same error. “It Looks like you aren’t home”.
- johntoner1978
  Joining in
  8 months ago
  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
    Joining in
    7 months ago
    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
newapollo
Very Insightful Person
2 years ago
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
  Tuning in
  2 years ago
  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
    Very Insightful Person
    2 years ago
    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)
Adduxi
Very Insightful Person
2 years ago
You are not using any VPNs on the service? What does www.whatismyip.com show as your Location?
- Johnof
  Tuning in
  2 years ago
  No I'm not using any VPNs. My location is showing as London via that link you sent, I'm in Manchester

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Stream box error says I'm not at home

22 Replies

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