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TV Control app - streaming setup

Hi

We recently had our V6 box replaced. Just tried accessing the recorded programs via the TV Control app which previously worked fine.

The app is now requesting streaming setup on both phone and tablet and doesn't progress further than Checking activation status on either device.

Any ideas?

20200715_210613.jpg

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Re: TV Control app - streaming setup

Hi Pyxie,

 

Thanks for your post and welcome to the community.

 

I'm sorry you've had some issues using the TV Control app since changing your V6 box.

 

Can you please remove and re-install the app and let me know if that now works?

 

Thanks

 

Melissa

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Re: TV Control app - streaming setup

Hi Melissa

App removed and reinstalled on both devices. Sits on Step 2 Checking activation status for about 10 minutes before returning a Setup Problem: setup did not complete properly.

 

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Re: TV Control app - streaming setup

Okay thank you. 


When you have downloaded the app, are you able to log in with your MyVirginMedia information?

 

If you've got a Virgin TV V6 box, make sure the standby settings are set to Connected Low Power or Always On, otherwise Virgin TV Control can't see the Virgin TV V6 box.

 

You can find more information on troubleshooting for the app here.

 

Thanks

 

Melissa

 

 

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Re: TV Control app - streaming setup

Hi Melissa

V6 box is set to Always On.

I can log in to the app with myVirginMedia details with no problems.

The app recognises the V6 box is there which I tested by renaming the box which was picked up in the app.

I can control the box and set up recordings via the app.

Any attempt to set up streaming results in the app staying at Step 2 for about 10 minutes before saying it's unable to complete setup.

I have tried this on new app installs on 3 devices.

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Re: TV Control app - streaming setup

Hi Melissa

Just removed and reinstalled the app. Exactly the same. 

Sits at Step 2 Checking activation status on Streaming Setup for about 10 minutes before showing Setup Problem: Setup did not complete successfully.

I have checked the device settings via the app - Settings : Streaming & Download : System Info and the Status shows Precondition Failed.

Rebooted the V6 box and the System Info remains the same.

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Re: TV Control app - streaming setup

Good Afternoon Pyxie,

 

Thanks for coming back to us, and our apologies for the late response.

 

Has there been any improvement on this issue?

 

If this is still on going, can you please tell me what devices you're using and if the software is up to date on any devices you've tried to use the application on?

 

Kindest regards,

 

David

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Re: TV Control app - streaming setup

Hi David

No change.

Software has been reinstalled on both devices - Samsung S8 And a generic Android tablet.

Equipment has been rebooted.

Streaming service was fine before the box was replaced.

 

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Re: TV Control app - streaming setup

Thanks for coming back to me

 

Can you tell me if you're able to use the application on the second box you have installed? 

 

Kindest regards,

 

David_Bn

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Re: TV Control app - streaming setup

The second box is the old TiVo and isn't connected to the network so while the app can set up recording via the app it's unable to stream.

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