TV Go app

[IWC24]

I have perpetual problems trying to get the TV Go app to connect to the TV Box so that I can watch my recordings on an iPad. Every evening I have to try; restart the TV box, restart the iPad, restart the app multiple times. Often have to restart my wi-fi and have tried swapping from my own wi-fi to Virgin Media wi-fi on Hub 3.0 and this makes no difference. I have removed and reinstalled the app more than once and on more than one iPad - I regularly use 2 iPads, both are running the most recent IOS and both behave the same.

Both iPads connect easily early in the day and only with difficulty in the evening, every evening.

When the iPads don't connect the Diagnostics value CPE IP is "unknown" although the TV Box is switched on, running and connected by ethernet to the network. The diagnostics on the TV box show everything is running as it should do.

Please advise how I can make this app connect consistently.

Thanks

Ian

[David_Bn]

Good Afternoon @IWC24, thanks for coming back to us.

Can you please confirm if you've attempted to watch the recorded content via the Virgin Media TV Control application, to see if this accommodates this service?

Kindest regards,

David_Bn

[IWC24]

Hi David,

TV Control app isn't compatible with Virgin TV 360 - we used to be able to use the TV Control app, flawlessly, before we had to upgrade to TV360.

Ian

[Carley_S]

Hi @IWC24 

Thanks for your post. The TV control app can still work with the 360 to schedule and watch recordings.

We are aware of the 'CPE IP Unknown' issues affecting some customers TVGO access.

I have checked the open IT ticket for this and can see that this is still being investigated and there is currently no fix time or update that I can advise you further with. 

There is a work around that has helped to temporarily let you watch recordings. Click the icon next to the search bar in the top right corner and disconnect from your 360 box and reconnect, it should refresh things and allow an IP to be registered. This may need to be repeated if the issue occurs again. 

Once we have an update on this issue, we will post within the community forums. My apologies for the delay and any inconvenience caused by this issue.

[IWC24]

Hi Carley_S
When we try the TV Control it errors with the message about being unable to find a compatible box.  It seems unable to connect to the 360 box. 

We already try disconnecting & reconnecting, rebooting the TV box and the same with the iPads and while it works sometimes it isn't really a workaround.  Thanks for coming back to me.

Ian

[newapollo]

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@IWC24 wrote:

Hi Carley_S
When we try the TV Control it errors with the message about being unable to find a compatible box.  It seems unable to connect to the 360 box. 

We already try disconnecting & reconnecting, rebooting the TV box and the same with the iPads and while it works sometimes it isn't really a workaround.  Thanks for coming back to me.

Ian

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Hi Ian,

Sorry to see you were advised to try the TV Control app - it doesn't work with the 360 at all.  You do need to use the Virgin TV Go app instead. 
https://www.virginmedia.com/virgin-tv-edit/tips-and-tricks/download-the-virgin-tv-go-app

[IWC24]

I would love to be able to use the TVGO app, if only it would work. 

Ian

[Steven_L]

Thanks for coming back to us IWC24, are you able to provide a screenshot of the errors that you're getting?

Kind Regards,

Steven_L

[IWC24]

Hi Steven_L,

Doesn't need a screens shot. The error is very specific. The Diagnostics report the CPE IP as "Unknown"

Ian

[bd]

I too am having this problem. I look forward to a resolution but it is clear by reading the responses so far that no one is taking ownership and that the OP is being fobbed off by multiple vm representatives who don’t seem this to be important or an issue they can resolve. The asking for screenshots, recommending action that has previously been taken and asking to use incompatible apps as a solution is laughable.

Please escalate this issue and provide us with the IT job history to date.

[Beth_G]

Hi Ian,

I am so sorry that this is still ongoing. I'm going to send you over a private message so we can raise an IT ticket about this issue and do what we can to resolve it on our end.

Please look out for my message over at the white envelope in the top right.

Thanks