on 08-04-2022 14:06
Tried to set recording on my virgin box when away but says virgin box is offline but it is not as can view a programme when using my sling box app so any ideas what us going on
on 16-04-2022 12:00
Hi Fantazein.
Thanks for going through all those checks for us. I'll pop you over a private message now so I can take some more details and raise this with our IT Teams.
Please do look out for my messages over at the purple envelope.
Thanks
on 17-04-2022 12:36
Hi Fantazein
Thanks for confirming your details with me via PM.
I've now raised an IT Ticket with our second line support teams. As soon as I have an update for you, I will let you know.
Kind regards
on 20-04-2022 10:42
Hi @Fantazein
We've approached our Product Team about this issue and they've asked if you can try the following as they need more information:
1.Check that the box is on.
2. If it isn’t, check what Standby mode the box is in as it needs to be in Active or Fast Start.
3. Ensure that you’re not using a VPN. This can be a standalone VPN service or one that can be triggered by an antivirus software. There should be a setting on the customer’s antivirus that ensures it recognises the home router as 'safe'.
4. Check if you’re using a 'Mesh' network?
5. WiFi extenders/repeaters may also have a similar set up, so could cause a problem however our Pods should be fine though.
If the above checks have been made but you’re still experiencing issues, please let us know if:
Thanks,
ModTeam
on 20-04-2022 15:31
At present it decided to eventually work although I did nothing so see how it goes but all checks you listed were already there
on 21-04-2022 15:39
Thank you for the update @Fantazein.
Glad to hear the issue is resolved. Please continue to monitor this and let us know if you need any further help.
Thanks,
on 03-06-2022 17:46
Cannot record using app says box is offline when it is not
on 05-06-2022 08:42
Hi @Fantazein
I am sorry to hear this issue has reoccurred. Could you please tell us the following:
Please pop back to us when you can.
Vikki - Forum Team
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on 05-06-2022 11:15
Any show I try to record says box is offline when it is not
on 07-06-2022 15:21
Hi Fantazein,
I've had a look at things our side and can see that an IT ticket has been raised regarding this, and it's being looked into.
Alex_Rm
on 07-06-2022 15:24
Any show I try to record even when away or at home says offline on phone app I am using iphone
had this issue about a month or so ago then it worked now again does not