TVGO app connection

[shamick59]

Why won’t any of my devices connect to my 360 box via the Tvgo app. I have refreshed Wi-Fi and 360 box. Reinstalled Tvgo app. All I get is  messages saying   need to be connected to your virgin tv box and on same home network. I only have 1 network and am in the same room as the hub  I am connected to the internet to watch tv through individual apps so what is the issue please

[Megan_L]

Hi shamick59,

Thanks for using the Community Forums to get this issue with your TV GO App looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

This issue could be being caused for various reasons, so lets go through some troubleshooting below -

• Please try reinstalling the TV GO App on your device. 
• Reboot your device.
• Check your device is running on the latest update for it's software. 
• Go into the App's settings and clear cookies & cache data. 
• Please turn any VPN you have running off as this is not supported and may be causing a conflict. 

Please let us know how you get on with those aspects and we'll continue to help further. 

Thanks,

Megan_L

[shamick59]

Hi. Sorry for late response. I have tried all of these things. I am still getting the message that I am not connected to the same network. I only have 1 and am in the same room as the hub. Thanks

[Arissa_H]

Thank you for getting back to us on this thread Shamick59 😊.

Have you tried resetting your 360 TV box?

You can do this by:

Turn the box off. Hold the - and + buttons on the front of the box whilst turning the box back on. Keep them pressed until the welcome screen appears. 

Let us know how you get on.

Thank you.  

[shamick59]

Yep done this several times

[Tom_W1]

Hi @shamick59 thanks for your reply, sorry you're still having issues.

Can you please try the app on a different device please to see if you're still experiencing this issue?

Please let us know how you get on.

Many thanks

[shamick59]

Yep have tried iPhone too. Now I’m really getting fed up because all I have managed to do by resetting the box is wipe out all our recordings so we can’t even watch them on the tv now and haven solved the initial problem 

[Tom_W1]

Hi @shamick59 thanks for your reply - I appreciate this is frustrating for you so please accept this apologies.

We'll work with you to try and get this issue resolved for you. Can you please try to reset your My Virgin Media password, sign out of your TV Go app and sign back in with the new password to see if this helps?

Many thanks

[shamick59]

Sorry not changing my password again. I had trouble for nearly 2 weeks with no availability at all of logging into my account to get my ntlworld emails and was asked to change my password to my account more than 6 times so not doing it again

[Tom_W1]

Hi @shamick59 thanks for your reply.

I'm sorry as that is one of the steps we need to try in order to try to resolve things, it can often do so. 

We do understand your reluctance to do so but if you do change your mind, please don't hesitate to let us know.

Many thanks