Tv control - out home streaming not permitted

[Blackfluffycat]

tv control app won’t let me watch anything on iPad now - just keeps saying out of home streaming not permitted WHEN IM AT HOME - virgin no help at all - deleted and re installed no joy any help appreciated

[Tom_W1]

Hi @Blackfluffycat thanks for your post although I'm sorry to hear of your concerns raised here.

How are you connected when you are using Virgin TV Control and get this message, are you on WiFi or Mobile Data? Additionally, are you using a VPN when you are at home if you are on WiFi?

Can you please also name the device you are using?

Many thanks

[Blackfluffycat]

Using WiFi with an iPad 2 running software 12.5....been working for last year now just stopped!! Very frustrating! 

[Blackfluffycat]

Using WiFi with an iPad 2 running software 12.5....been working for last year now just stopped!! Very frustrating! 

[Tom_W1]

Hi @Blackfluffycat thanks for your reply.

That is strange, are you on a VPN?

Can you also please try to uninstall the app and reinstall please?

Many thanks

[Blackfluffycat]

Have uninstalled and re installed more than once....sorry vpn? 

[Tom_W1 · Accepted solution]

Hi @Blackfluffycat thanks for your reply.

So a VPN stands for Virtual Private Network, it extends a private network across a public network and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network. 

An example of this in more simple terms, is when you work from home (if you do so), connecting to your work's VPN means you can access all your work's files and data just as if you were in the office.

Is this possible at all?

Many thanks

[Blackfluffycat]

No I use an iPad only

[Vikki_M]

Thank you @Blackfluffycat

Please try the below and let us know if any of these fix the issue.

• 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. See Standby Settings on the Virgin TV box for details on how to check and change your standby settings.
   
• Make sure the Virgin TV box is connected to the same home network that your phone or tablet connects to:
   
• If using a wired connection check the Ethernet cable is properly connected to the Virgin TV box and your Home network, router or Powerline adaptor.
   
• Press Home on the remote control, and then Help & Settings > Settings > Network, where you’ll see your IP address listed as IP Addr. Your IP address should start with 192.168. If the Virgin TV box isn't connected to your home network you’ll see a default IP address starting with 169.

• If your iPad, iPhone or iPod Touch still can't find the TiVo box, restart your wireless equipment by unplugging it from the power socket. Wait 30 seconds then plug it back in. Once the hub restarts and your iPad, iPhone or iPod Touch has reconnected to it, try to locate and connect it to the Virgin TV box again
   
• Try restarting the Virgin TV box. To do this, press and hold the Standby button until the lights on the front of the box flash. When it has restarted, reconnect it to your Virgin TV Control app again

• You can also check that Network Remote Control is enabled on the Virgin TV box. Press Home on the remote, then go to Help & Settings > Settings >Network Remote Control. If there isn’t a tick next to it then choose Allow network-based remote controls and press the green thumbs-up buttons three times on the remote

Please pop back to us when you can.