TV Go not allowing saved programs to play

[Cossie9]

My device will not allow saved programs to play. An error message is displayed. 

this is the same on two devices so irs a service issue not a device issue. 

please correct 

[Kath_F]

Hi Cossie9, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having some issues with watching your recordings via the TV Go app. This can sometimes happen for a few different reasons. 

The first thing to check is that your TV box is in Fast start or Active mode instead of Eco mode. If this is already the case, make sure the app you're using and the OS of your device is fully up to date. 

Once you've done these checks, can you have a look at the CPE IP address on the app? We need to check if this displays a valid IP address show up or if it show's up as unknown? To check this, click on your profile icon at the top > Settings > Diagnostics > CPE IP. 

If it's showing as unknown, then click the icon next to the search bar in the top right corner and disconnect from your TV box and reconnect. This is a workaround that our VIP user Ernie has let us know of and it should refresh things and allow an IP to be registered. Hopefully you will then be able to watch the recordings without any issues. 

Please pop back and let us know how things go. 

Thanks, 

[Cossie9]

This didn’t help I’m afraid. The app and iOS were up to date and the ip data was completed. That said the app appears to work again now. If I experience forever problems I will post again. 

[David_Bn]

Thanks for the update @Cossie9, and I'm pleased to hear that this error has seemingly corrected itself on this occasion.

Do feel free to come back to us if you experience any further issues that require our input.

All the best,

David_Bn