Unable to watch recordings on tv go

[Gunster]

We are unable to watch recordings on the tv go app it’s says we aren’t connect to the same network 

out WiFi is on a mesh system but even if I connect the virgin 360 box via WiFi it says the same thing!

also it then won’t stay on WiFi it jumps back to the Ethernet 

[Ernie_C]

To keep it on WiFi, remove the Ethernet cable from the back of the TV 360.

[Gunster]

Thanks but it still claims to no be connected to the home network even though phone and box are both on the same network 

[Ernie_C]

On the Virgin TV Go app, go into settings then Diagnostics and report the Device IP address and the CPE IP address.

[Gunster]

Hi

its say ip unknown 

it’s only on our iPhones it won’t work on but on tablet and iPad it’s working fine

[Ernie_C]

Ah. The CPE IP Unknown bug.

I’m fed up asking Virgin Media to do something about this.

@ModTeam 

[Natalie_L]

Hi Gunster, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing issues viewing recording whilst using TV Go. 

Can you please confirm what device/model you are using to access the app?

Thanks, 

[Gunster]

Hi

using iPhone 13 and 12 that don’t work

ipad that does work

[Ernie_C]

On the failing device, check in settings diagnostics for CPE IP Unknown, as in the following screenshot:

[Gunster]

Yes both devices have unknown in that box

unlike the ones that work