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Stream Box Turning On By Itself

JohnWMentor
Dialled in

A few times now, after having put my Stream box on standby, it's come back on again by itself a few minutes later (along with my TV and sound system it's connected to!). To make matters worse, it then doesn't turn off again or respond in any way. It just stays on one of the live TV channels. When I press the power button on the remote, both the lights on the remote and the Stream box flash, but nothing else happens. The same goes for if I press the manual power button on the actual Stream box. I end up having to switch the power to the box off completely.

It's very frustrating, especially when it does it while I'm out of the room for several minutes without me knowing.

7 REPLIES 7

Carley_S
Forum Team
Forum Team

Hi @JohnWMentor 

Welcome back to the community forums

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

Can you try when you switch off the Stream box next to unplug your HDMI connection between the Stream box and the TV to see if either one turns back on again after the few minutes. 

If nothing happens, can you try maybe another HDMI to see if this maybe causing the issue?

Keep us posted with how you get on and we'll support further if needed. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi Carley and thanks for your reply.

I've done as you've asked. I turned-off the TV and Stream box, then disconnected the HDMI cable. Neither the TV nor the Stream box came back on. However, as soon as I connected a different HDMI cable, the Stream box came back on. The TV didn't, but I'd turned-off the setting on the Stream box where you just use the one Power button for both.

I turned-on the TV. However, unlike previous times, the Stream box hadn't gone straight to one of the TV channels, but was on the Home page instead. It also responded to all my button presses on the remote, including when I then turned it off again. A few seconds later, it automatically came back on again and THIS time it was on one of the live TV channels and was unresponsive to any button pushes. I then completely switched the power off to the box.

Hi @JohnWMentor 

Thanks for coming back to the thread. I am sorry it's not fixed. Has the box been restored to factory default settings?

Best wishes.

John_GS
Forum Team


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I've just done a factory reset. Once it was done, I turned the box off and it successfully stayed off. However, I then turned it off again and it's instantly turned back on again and done the same thing with being locked on one of the live TV channels, as well as being unresponsive.

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @JohnWMentor,

Thank you for coming back to us about this issue and sorry to hear that this is an ongoing problem. In order to have this looked into further, I'll send you a Private Message.

Please keep an eye out for an envelope at the top right corner of your Forum page. If you're having issues locating this, please let me know. I'll be in touch soon. 😊

Thank you!

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @JohnWMentor,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your Stream issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @JohnWMentor,

Thanks for coming back to me via Private Message. I've been able to reschedule your appointment to the requested date and time.

Please let us know how you get on and if you need any further help after the appointment.

Thank you! 😊 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs