Virgin TV go app freezes

[Maxwellplum]

Just recently when using the TV go app on my iPad to watch programmes I have recorded the screen often freezes for just a few seconds or jumps so you miss a bit then starts up again. I first thought it was a problem with the signal when recording but it doesn’t happen if I watch the same programme on the TV. It has also happened on lots of different programmes recorded at different times.

I have also recently changed my iPad and it happened on both the new and old one. 🤷‍♀️

Anyone any idea what is causing this?

thanks.

[Sabrina_B]

Hi @Maxwellplum 👋.

Thanks for reaching out to us, sorry to hear you are having issues with playback on programs that you have recorded. Have you tested them out on the TV to see if they glitch in the same place and does the glitch occur in the same place with old and new iPad? 

Please let us know so we can take the next steps.

Sabrina

[Maxwellplum]

H9 Sabrina, as stated in the original post yes I have watched the same programme on TV and no issues at all. It only happens when watching via the app.

[Carley_S]

Apologies, does the issue happen on other devices you have, either another mobile device or on a PC/Laptop?

Ensure your App and IOS is fully up to date with the latest versions and software as well, just in case there's an update to video features/use.

[Maxwellplum]

I don’t watch on other devices and my software is up to date 

[Lee_R]

Hi Maxwellplum, thanks for getting back to us. Please can you also confirm if the app is also up to date?

Regards

Lee_R