Long story so will not bore you, but because of a problem with a smart tv upstairs, after being online for five hours trying to sort it out with Virgin they sent me a Tivo box to connect to the tv upstairs. I was given the impression I just had to plug in and it would connect via WiFi all on its own. However from what I've read its not that simple!!
Have the hub and first Tivo box connected downstairs.
So, what it sounds like is you have a problem with a TV that is not connected to a Virgin box, but I assume has problems with the SMART features. Why would they send you a TV box to fix a fault with a TV that is not using Virgin services (apart from the connection to your hub, which is likely the problem).
I hope they haven’t sold you a multiroom box (they cost £10 more a month, & need manned installation as a coax point has to be installed). This also will not solve the problem with your SMART TV.
I will escalate this to the Staff team but you may be waiting a while for a response.
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Yes Nodroge, you are correct it is a problem with the Smart tv and I have to say i didn't think a new Tivo box would help but the lady on the online helpline said they would send one. I presumed it was to connect to the upstairs tv so we could watch Netflix, Youtube BBCi player,etc on our virgin account. She didn't say anything about a multiroom box or any charges.
Thanks for your post and for reaching out to the community forums. Sorry to hear that you are having issues setting up your new box. Can you clarify if this was an additional box or is it a swapped/replacement box? The difference being that if this is a replacement box because you were having issues with an older one, then the new box needs to be set up in the same position as the old box it's replacing. It needs to use the COAX connection, the white cable that was plugged into the other box. You cannot move the box to another area of the home where there has never been a box prior since there may not be a coax feed or active connection.
Can you clarify if the TV and the box are in the same room as well as a working cable outlet?
To be honest I really don't know why we got sent the box, as I presumed it was a problem with the modem, and not being very tech savvy thought they sent us the box to just connect upstairs via WIFI with the router downstairs, so we could watch upstairs.
On the date our contract was originally due to expire, we lost Netflix and Youtube on our upstairs Smart tv, other apps still work. We checked and noticed they had also disappeared from our main Smart tv downstairs, they are different brands with one being just over a year old.
Upon checking our Virgin media guide we noticed we could not connect to either Netflix or Youtube via the apps or the channel numbers on the guide.
After spending five hours online with Virgin, trying to sort the issue, I sort of lost the will to live, and just accepted the offer of a new Tivo box, the bigger one of the two.
We did get Netflix and Youtube back on Virgin, but at first the sound was extremely crackly and very delayed so it was unwatchable, but is okay now.
We still cannot connect to either of the apps on our Smart tv's