Virgin TV Go - Only Available at Home

[sbirks]

This same problem has just started happening to me today when it was working fine 48 hrs ago. I've got all the info above but whenever I try to private message ModTeam it gives error message
Correct the highlighted errors and try again. Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and send the message when you are satisfied.
There is no HTML in my message and no highlighted errors, whenever I try to send it just keeps popping up with the above. Please advise how to send my diagnostic information and get Virgin TV Go working again to watch recordings.

• Is you set top box turned on when attempting this -  YES, I'm currently watching it to be sure 🙂 
• What set top box do you have (e.g. 360, V6, Stream) - V360
• Please make sure the Standby power is set to either Active or Fast Start – TVGo does not connect if the box is in Eco mode. - YES, it's on Fast Start
• Please go to the TVGo App / Settings / Diagnostics and send us a copy of what is listed - TRYING TO, see problem above.

DEVICE 1 iPad & DEVICE 2 iPhone - neither working any more. This worked fine within the last 48 hrs ( I upgraded to V360 a week ago and it's been working ok since then).

[Tudor]

Don’t worry about the "Invalid HTML" message, I get it all the time when using copy & paste on my iPad.

[Robert_P]

Hello sbirks

Sorry to hear of the TV Go issues experienced, we appreciate you raising this via the forums and welcome to the community.

In regards to the issue, do you get the message for Live TV or recordings or both? We have help here for TV Go, if it is in regards to recordings, have you tried the TV Control App as a work around?

To watch recordings using the Virgin TV Control app, you can do the following:

1. Ensure your device is connected to your Hub's WiFi
2. Open the app
3. Go to My Shows
4. Select the show you want to watch
5. Press Watch Now
6. Select mobile or tablet

[sbirks]

Thanks for your reply @robert_p . I only get the message for recordings. The TV Control App no longer connects to my Virgin box as I've migrated to V360, every time I try to log in to TV Control App it tells me there are no compatible Virgin boxes and to use the TV Go app.

The help link you post here for TV Go - does not show how to resolve this problem. My device is registered, I can watch Live TV but not recordings. That page doesn't troubleshoot or explain how / when it will be fixed. It worked fine a few days ago and has stopped working, I haven't changed anything. Every time I try to watch a recording on the TV Go app I get the error message:

Turn on Virgin Box - This recording is stored on your Virgin TV box. To start watching, make sure you are connecte dot the same home network as the box and that the box is switched on.

Box is definitely switched on as I'm currently watching it. And both my device and box are on the same network. Please help, thanks

[Kath_P]

Hi sbirks, 

Thanks for coming back to us on this and expanding on things. This can sometimes happen for a few different reasons. 

The first thing to check is that your 360 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 360 box and reconnect. This is a workaround that one of our VIP users 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, 

[sbirks]

Hi @Kath_F, thanks for the additional suggestion. Box is in Fast Start, iOS is up to date, CPE IP is showing unknown. Box connections (top right next to search) showed my Virgin box greyed out. My box is connected  by ethernet, as advised for most stable connection. It's still the same network as my devices so to troubleshoot I thought I'd see what happens if change to wireless connection. This mostly resolved the problem, but not entirely! Seems odd as the box is still on the same network as devices whether it's ethernet or wireless. I have switched the box back to ethernet and tried accessing the TV GO on both iPhone and iPad, it drops connection every time I close the app so I have to Connect to: Virgin Box again every time which feels fiddly but it does find the connection even though the box is back on ethernet. So that proves that set-up is possible, but there must be something in the code base which prevents it from making that initial connection via ethernet. Please could you pass this to your software developers so they can log it as a bug to resolve, as it's going to be frustrating to have to reconnect every time I want to watch a recording, surely it should know to stay connected if it's still on the same network - just like your old TV Control app did. At least there seems to be a work-around for now, thanks.

[Steven_L]

Thanks for coming back to us sbirks. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L