Virgin TV go app - CPE IP Unknown error

[PhillRussell]

Could somebody help me with the exact same problem. 
Recently upgraded to new broadband / wifi hub and 360box and now have the same problem. 
states ‘you are not connected to the local network’ 
i definitely am. It’s set to quick start up, everything as it should be and it’s rather annoying not being able to watch recorded programs in iPhone or iPad whilst at home and needs looking into please. 
Thanks 

PR

[MOD EDIT: Post split to create own thread]

[Maxwellplum]

I feel your pain but I’ve been trying to this sorted for about a year now so don’t hold your breath.

I also have a 360 box and I think that might be issue; it was better  when I had TiVo. Also maybe the hub needs updating 🤷‍♀️ Who knows 

hopefully they will get a resolution this time. It is so frustrating not to be able watch my recordings on my iPad 

[PhillRussell]

In the diagnostics part of settings it permanently states UNKNOWN CPE IP.

there should be a 10 digit number / IP address in there starting with 192 but every time I check there is nothing bar unknown cpe ip. 

imguess people think it’s bonkers wanting to watch on iPad or iPhone when at home but if your in the kitchen cooking away or at the dining table which turns into the study for many, me personally I want to watch the iPad when in the bath and having a soak ! 

[Maxwellplum]

I’m not very good with technology but I would assume it’s an easy thing to fix. I tend to watch my recordings on my iPad whilst my husband watches sport or something on tv.

why advertise a service that is unusable 😡

let’s hope they take notice of your finding. 👌👌

[BrewsterTV]

Gave up with Virgin in the end. Installation was delayed 12 days in a row and then another 3 weeks. Never telling me either. Only from me logging into the website. Ended up cancelling and going back to sky. Not worth the hassle and stress. 

[John_GS]

Hi PhillRussell

Thanks for posting and welcome to the community.

Sorry for the TV Go issue.

If it's showing as CPE Unkown, 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 our VIP user Ernie has 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.

[Maxwellplum]

Don’t know what this CPE unknown is. Could this be the answer to my issue? If so can someone explain where I look to sort it out please. Im not technical at all 🥴

[newapollo]

Hi @Maxwellplum 

Good old @Ernie_C has posted a picture in this thread showing where to find the CPE Unknown <<< here >>>   however in the following post you showed that at the time  you weren't suffering from that issue.

Check again as it may now be showing the CPE issue, also the next post in this thread by Ernie again shows how to confirm that the app is enabled in the iPad Local Network Privacy setting  <<< here >>> 

[Maxwellplum]

Sorry ignore below message I was looking at tv box not my iPad 🥴.. I have attached screenshot but I don’t have unknown next to CPE..so assume I have different issue 😰😰

Thanks for that but I think we have a different box as our diagnostic page doesn’t look,like that. We have a new 360 box and our build is 4.43. So unable to see this CPE option anywhere 😰

[newapollo]

HI again @Maxwellplum 

You need to open and use the TVGO app for the screen in the first link, and the second link shows where to check using your iphone settings