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TV Control app not connecting

CatP
Tuning in

on ‎12-10-2021 12:09

I use the TV Control app daily but last night it suddenly wouldn't connect and so I wasn't able to use it.

I've uninstalled the app and reinstalled it, but it still won't connect.

I really need suggestions for this because every day I watch recorded programmes on my phone using the TV Control app because I have health issues, so I rely on it during the night when I'm awake due to pain.

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7 REPLIES 7

CatP
Tuning in

on ‎12-10-2021 17:36

No, I still can't use the Virgin TV Control app!

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japitts
Very Insightful Person
Very Insightful Person

on ‎12-10-2021 19:09

Do you have a TiVo or a V6? If you're not sure, check here 

If a TiVo, do you have a separate Ethernet cable run from the box to your router?

What happens when you try to connect to your box using the app?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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CatP
Tuning in
In response to japitts

on ‎13-10-2021 12:06

  • I have 1 Tivo and 2 V6 boxes. The app is still not working. It just says there are technical issues that they are working on. But I rely on the app due to my health and this is going on too long, which is unacceptable.
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japitts
Very Insightful Person
Very Insightful Person
In response to CatP

‎13-10-2021 13:42 - edited ‎13-10-2021 13:44

This thread is a classic example of why "me too" posts are best added to a new thread rather than jumping on someone else's.

@CatP 

At what stage of loading the app does this error occur? Does it start connecting to your box then fail?

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Chris_W1
Forum Team
Forum Team
In response to CatP

on ‎14-10-2021 08:34

Hi CatP, thanks for the message. I am sorry to hear that there is an issue with the TV control app not connecting, can you confirm which firmware you have and the device which you are using?. - Chris. 

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Nathan_B
Forum Team
Forum Team

on ‎14-10-2021 15:23

Hi @CatP 

Thanks for raising the issue to us.

We have been liaising with our support team and we just need to check the following.

  • Are you on the same WiFi connection on both the device you are using the app on and the V6?
  • Have you got your standby settings on the box as either 'Connected Low Power' or 'Always On'?
  • Have you been able to try any other devices to see if this issue still persists?
  • Have you been able to reinstall the app and set it up from scratch again to see if this resolved the issue?

If you could let us know on each points ASAP we can let the support team know.

Regards

Nathan

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Lisa_CC
Moderator
Moderator
In response to Nathan_B

on ‎15-10-2021 13:41

Hey @CatP  , our Support Team has been tinkering in the background, can you let us know if it's working for you now?

 

Cheers,

 

Lisa

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