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Anvildon
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Control and sky sports app not working

Hi,

I moved home a few months ago, and it seems various remote apps are now not working. I can access my account on a browser, and it shows my details are all correct. I am using a V6 box, and I am on an Android phone.

Virgin Go does seem to work.

TV Control app and Sky Sports app are not working.

TV Control says “no compatible Virgin TV boxes found” – but I have changed settings to ensure the box is on Low power mode, and turned off/on as suggested on help page.

Sky Sports says “problem with login. We cant check your account details right now. Please try again later.” This is via the Virgin UK log in.

Any help/ ideas much appreciated.

Thanks,

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japitts
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Re: Control and sky sports app not working


@Anvildon wrote:

TV Control says “no compatible Virgin TV boxes found” – but I have changed settings to ensure the box is on Low power mode, and turned off/on as suggested on help page.


Which TV boxes do you have? Low power mode could mean a few things.

TiVo's are auto-connected to TV Control for remote recording, but need an Ethernet connection for in-home streaming

V6's need to be in connected low-power rather than eco low-power for TV Control to work

360's use TV Go for everything.

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Anvildon
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Re: Control and sky sports app not working

Hi,

Its the V6, and I have it on connected low-power.

Even when it is on, though, it is still not picking it up and showing that message.

Thanks,

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japitts
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Re: Control and sky sports app not working

Ah yes, you did mention V6 in your first post - apologies.

Are you trying to connect whilst at home on the same network as the V6 itself? In other words, to control and potentially stream recordings.

Or whilst using an out-of-home connection to just manage the box.

It should still connect regardless, but just to check. Under TV Control > Settings, does your V6 show as a selected source? (and if so, does the TSN match)

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Anvildon
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Re: Control and sky sports app not working

I tried on a out-of-home network, and just been trying on my home connection today.

On the app, I do not even have an option of Settings, as it doesn't show any connection at all.

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Paulina_Z
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Re: Control and sky sports app not working

Hi @Anvildon,

 

Welcome to our Community Forum! Thank you for your first post, and I'm sorry to hear that you're having issues with some of our apps after moving.

 

I know this might sound very simple, but can you tell us if you've tried to uninstall and them re-install the apps? Did this help with connecting to your V6? 

 

Have you tried to reboot your V6 box to ensure that it's all up to date?

 

Please give these things a go so we can see what needs to be done next. 

 

Thanks! 🙂

Paulina_Z
Forum Team



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Anvildon
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Re: Control and sky sports app not working

Hi,

Yes, uninstalled and re-installed the apps and no difference.

Also rebooted the box, and did another app install, but still no difference.

Thanks,

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Paulina_Z
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Re: Control and sky sports app not working

Hi @Anvildon,

 

Thank you for coming back to me and for checking on this for me.

 

Can you tell me if you're using your old account details to sign in, or your new account details? When you move, we create a new account for you with a different account number. 

 

You can find your account number at the top of your most recent bill. Your online account will require your new account details too.

 

Please let me know if this has worked, or if you're currently using your new account details and still having issues.

 

Thanks! 🙂

Paulina_Z
Forum Team



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Anvildon
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Re: Control and sky sports app not working

Hi,

The online account has been updated and is the new Account number. 

It is that login information (username and password) I am using to log in with for the apps, 

Thanks, 

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Laurie_C
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Message 10 of 12
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Re: Control and sky sports app not working

Thanks for confirming this @Anvildon.

 

Would you be able to provide a screenshot of the error codes that occur when you try to log in? I can then raise this with our IT team.

 

Kind regards,

Laurie

Laurie_C
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