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jhenry206
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Record option on TV GO app does not connect to TV360 box

When I try to use the record option on the TV GO app to record a programme on the TV360 box it just displays the message "Failed. Ooops try again". When I try again I just get the same message. I have done a reboot on the box and a factory reset on the box - no difference. I have removed the TV GO app off the mobile and then downloaded it again - no difference. I have phoned customer services...who told me someone would call me in 24/48hrs and that was over a week ago !

Does anybody know the solution?

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ModTeam
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Message 2 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Hi @jhenry206 

Thank you for posting regarding your issue, so we can better assist you can you please confirm if your 360 box is in eco power mode? If so are you trying to record programmes while the box is in low power mode?

Regards

ModTeam

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jhenry206
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Message 3 of 17
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Re: Record option on TV GO app does not connect to TV360 box

It was set as active setting, a month ago and I changed it to Fast Start and tried to record something and it still fails.

Also, I can see both the 360 box and the mini box as well. It has 2 ticks for the 360 (Push to TV and Remote recording), and one for the mini (Push to TV)

John

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jhenry206
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Re: Record option on TV GO app does not connect to TV360 box

Hi @

It still doesn't work. I did call customer services a few weeks ago, and they told me that someone will call me back 24/48 hrs later...I'm still waiting.

John

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Zoie_P
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Message 5 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Hi Jhenry206,

Thanks for getting back I have tried this myself and was able to record Emmerdale, have you uninstalled the app and reinstalled it?

Zoie

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jhenry206
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Message 6 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Hi Zoie,

Yes I have uninstalled from my phone, tried my tablet and my wife's iPhone.

Just get the same message "oops...."

John

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jhenry206
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Message 7 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Also just to add some information..

When I record a programme on the TV Box the TV GO app does not show it, and when I goto "Continue Watching" I can see the programme I was watching on TV..but when I click to watch it via the app it gives me error message "Sorry - we can't play this at the moment (-2031)

John

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David_Bn
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Message 8 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Hi jhenry206,

 

Can you please advise me if you have the Virgin Media TV control application?

 

I personally use this application to instruct my V6 box at home to record programmes on my box where require - this can also be done when away from my V6 box and Wi-Fi connection.

 

Can you also advise me if the TV Control App allows you to stream the 360 box recordings also? 

 

I'm curious to know if the TV Control App may be a suitable work around for you

 

Kindest regards,

 

David_Bn

 

 

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jhenry206
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Message 9 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Tried that...just says "No Compatible Virgin TV Boxes Found".

I'm guessing this only works on V6 boxes, not the new 360 ones.

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David_Bn
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Message 10 of 17
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Re: Record option on TV GO app does not connect to TV360 box

Thanks for coming back to me

 

I've been able to look into this for you and can see that our team have attempted to call you and have left a voicemail, can you double check either the answer phone service on your landline, or your mobile phone (which ever is applicable) and see if we've been able to advise you of any further diagnostics?

 

Kindest regards,

 

David_Bn

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