Hi Davva,
A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're unable to watch our TVGO service due to this error message and you are on your home network.
Can we ask When you go into the diagnostics screen, are you seeing any error which states CPE IP Unknown?
If this happens and you're adamant that you're indeed on the same broadband network as your TV box, please follow the below diagnostics/troubleshooting checks..
1.) Is your TV box is on.
2.) If it isn't, check that what Standby mode the box is in – it needs to be in Active Start or Fast Start.
3.) When put into Fast Start, you should be able to see recordings immediately when you use the App.
4.) When put into Active Start, you will need to wait a few minutes. The App will send a message to wake up the box over the network.
5.) You need to ensure your NOT using a VPN – which can be triggered by your anti-virus software. There should be a setting on your anti-virus that ensures it recognises the home router as 'safe'.
6.) Are you using a 'Mesh' network?
a.) Mesh networks can run on one two modes. If the Mesh is in Bridged mode – sometimes called "Access Point" – then the box can be plugged into the Virgin Media router directly, and all will work ok.
b.) If it's not in Bridged mode – often called "Router" – then the box needs to be plugged into the Mesh NOT the Virgin Media router, or it will not work.
c.) "Router" mode is often the default for Mesh systems, so it's important to check.
7.) Wi-Fi extenders/repeaters may also have a similar set up, so could cause a problem. Our Wi-Fi Pods should be fine though.
Once you have performed the above checks/diagnostics this should resolve the issue, if this does not and your still experiencing the same error, please come back to us for further assistance.
Kind regards Jodi.
