Virgin Media Community

[Ma1983]

Hi,

I had my electricity disconnected for a smart meter installation. When the power came back on I can't get my stream box to work. It goes to welcome screen then black. Remote doesn't power anything. I have tried pairing using TV and zero but it just flashes white in the right hand corner of remote. Can anyone advise? 

[newapollo]

Hi @Ma1983 

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

(I hope you don't have to be a contortionist to do this)

Unplug the USB from the back of the 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. 

[Ma1983]

Hi, 

I will try that. The box is now actually powering up and I can see the home screen but the remote is just not powering it. 

[MOD EDIT: viewability

[Ma1983]

Tried the soft and hard rest. Remote still not working. Took batteries out replaced, tried again. Won't seem to pair. The home screen is showing on the box but the remote just flashes white in the top corner and doesn't work. 

[newapollo]

Hi  again @Ma1983 

Thanks for updating the thread.

Seeing the Home screen is a step in the right direction.

Go to the following <<< Stream help page >>> 

It will walk you through steps with the remote not working, and also has a section you can click on to order a replacement remote.

The page to order the replacement remote also has a link to download the TV Control app which it says you can use as a temporary  replacement remote.  To be honest I'm not too sure if that app works with the Stream box, so I would also suggest downloading the TVGO app to use as a temporary remote. 

There's a link to download the TVGO app on this virgin-tv-edit/  page.

[Gareth_L]

Hello Ma1983

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with Stream Remote after the smart meter was installed. 

If you haven't been able to get a remote ordered yet?

I'd like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L



 

[Gareth_L]

Thank you for those details Ma1983.

Now we have arranged a fault appointment.

Can you please let me know how the visit goes.

Gareth_L