Stream Box won't work as it's saying I am not at home.

[melsby1]

Stream Box  won't function as it throws an error saying I am not at home. It sits in the same spot it always has.  It is connected by ethernet cable to the same network it always has been. No changes have been made by me to the virgin hub ( in modem mode) or my router.   

Has anyone experienced a similar issue? A simple reboot had no effect.

[newapollo]

Hi @melsby1 

What happens if you connect directly through your VM hub and not a third party router/

[melsby1]

Sadly made no difference. Have been promoted a couple of times for pin number but any action including reseting the box generate the "you are not at home error".

[BlueLou]

have you taken the Hub out of modem mode? Please try that, then reboot both and see if it works. This would be temporary change to try to troubleshoot the issue.

[Carley_S]

Hi @melsby1

Welcome back to the community. 

Sorry to hear that your having issues with you stream box at this time. I can see on our system that you have already been in touch with our team and have a plan of action to resolve this for you. Please 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 :).