TV Go app won’t record, says Virgin box is offline

[BMC50]

Hi,

Recently had a new Virgin box, like for like model. Now I can’t record using the TV Go app as I get an error saying the Virgin box is offline and will record when it’s back online.

The box is not offline as I am watching it! 

Can anyone decipher the diagnostics below..

[Alex_RM · Accepted solution]

Hi BMC50,

Thanks for posting and welcome to our community 🙂

We're sorry to see you're having some issue with TVGO.

Can you confirm if you've tried rebooting the equipment?

Alex_Rm

[BMC50]

Hi, rebooted the hub and it’s working for time being.

[Ashleigh_C]

Thank you for trying this and updating us @BMC50 

Please do let us know how things are looking going forward and hopefully this is now resolved. 

[Neal2910]

I have the same problem and have tried reboot to no avail. Tried a factory reset, still nothing

[Molly_T]

Hi Neal2910 👋 Welcome back to the community forum! 

Thanks for joining this thread and posting. Sorry to hear you are having issues with your TV GO app setting recordings, and that a re-boot has not helped resolve this. 

Let's try a few more trouble shooting steps, and let us know how you get on!

1) If you head into the TV box settings, check if the box is in 'Low Power Mode'

2) Try deleting the TV Go App off the device you are using, and re-install it. (Please make sure the device doesn't have any operating system updates.)
3) Have you tried an alternative device? Please let us know the make and model of any devices you have tired where it is not working. 

Thanks for your patience whilst we work through some troubleshooting and offer support. Wishing you all the best 🌞