06-02-2019 20:37 - edited 06-02-2019 20:59
Hi there,
I have been trying to use the Sky Sports player as a Virgin Media customer since Sunday, but I am continually given an error.
Please see the attachment. My internet is absolutely, definitely fine as this is my set up in work. I had to upgrade the player on Sunday. It worked fine for 20 minutes and then turned off and hasn't come back on since.I have tried the usual of uninstalling, re-installing and restarting.
I have also done some research on Sky' forum but the steps there don't work and it's no analysis of what the problem actually is. It worked fine until the player update. I am not getting anywhere with this I'm afraid and so if anyone has any advice I'd appreciate it.
Thanks,
Dan
on 19-02-2019 17:28
Hi danjt1984,
Very sorry to hear this is ongoing for you.
As this is happening on all three browsers, we would recommend getting in touch with Sky to see if there is an issue with their service.
Thanks
Lindsey_C
on 20-02-2019 15:52
Hi Lindsey,
Sky have directed me to Virgin.
I do believe that the issue is with Sky's player, and I think the previous update has caused this. However, given the collaboration between Virgin and Sky and given that I am not the only person experiencing the issue, I'd like this raised for me by Virgin. Whilst the fault isn't with Virgin here, it is affecting me as a customer.
Thanks,
Dan
on 20-02-2019 16:07
Hi danjt1984,
Can you sign in here to see what devices are registered please? This is in the settings then manage my devices, this will take you through to view what devices are registered and make changes to these.
Thanks
Lindsey_C
on 20-02-2019 19:54
Hi Lindsey,
All my devices are correctly registered. I cannot get the Sky Sport player to prompt me to go to the Virgin site and register my device because that error in my first post displays.
Thanks,
Dan
on 21-02-2019 17:06
Hi Dan,
Thank you for confirming. Just to check, are you able to access the Sky Sports service on any other devices or when using mobile data?
It does look like this may have been caused by the update and if it requires more ports, this could cause problems with certain setups. If you have issues when trying to use a different device or connection, the issue probably lies with your account. If the problem only occurs on your work PC, it would suggest that it's a fault or setting contradiction with the player itself.
Thanks,
Rachael
on 06-03-2019 19:56
Hi Rachael,
IT have looked at the ports for me and there's still no change I'm afraid. I have no doubt that the issue is with the player but I would hope that Virgin would be in touch with Sky to tell them that customers are being affected by this.
Thanks,
Dan
on 08-03-2019 21:48
Hi Dan,
As you've advised that Sky customers are also posting about the issues I'm sure that Sky would already be aware that there is an issue that needs addressing. As it is a work PC I'm not sure if this is possible for you, however have you tried downloading the desktop app and seeing if the issue persists? Have IT been able to open the additional ports they think the app needs for service or is this something they can't do for you?
Does the post by Volt in this thread help? Sky Forum Fix
Thanks,
Tom_S
on 10-03-2019 10:44
Hi Tom,
That post was the first thing I came across - I have uninstalled and re-installed several times, restarted, turned off and on again and tried every browser. Nothing has given so far unfortunately. Please see the below screenshot. I see only V6.0, not 6.1 as "Volt" states. IT have not been able to sort the ports as of yet but I suspect that is a co-incidence and not the issue.
Thanks,
Dan
on 10-03-2019 14:32
To follow up, I think I have the same problems as a lot of people in this thread: https://community.virginmedia.com/t5/TV-on-the-go/TV-Go-device-registration/td-p/3945324
I have no devices but I can't register any devices, because every time I try to follow the steps in the last box I go to the player, which spits out the original error code.
CIE-2000 might well be a Sky code for "this device is not registered" but at this point I'm stuck in a loop. I can't register my device and I can't use the player without being registered. And it all worked fine until the end of January.
Thanks,
Dan
on 11-03-2019 15:53
Good afternoon, Dan
I'm sorry to hear that you are getting an error code CIE-2000 whenever you register to Sky Sport. I've read your posts and it shows that you have tried everything on your end, like; you uninstalled and re-installed several times, restarted, turned off and on again and tried other browser. And still nothing works. We appreciate your time doing all of these.
Since same problem occur, I would recommend a technical specialist that will help you on this. We can do this via online chat.
Thanks,
Anna_B