Virgin gp app problem

[Ashrob24]

Does anyone else get this message when trying to watch programmes via iPad on the go app? 
‘this recording is only available on your home network, if you are at home, check that you are connected to the same network or ssid as your virgin tv box and that the go app has permission (which it does) 

?

[Ernie_C]

Yes. A review of the forum shows this is a frequent issue.

It varies from easy to (temporarily) resolve by closing and restarting the app to being almost solidly broken.

First port of call is to review the Diagnostics section of the settings in the Virgin TV Go app to see if you are suffering the ‘CPE IP Unknown’ bug:

[Ernie_C]

The app should stream recordings if both the TV 360 and your device are on the same subnet as here:

[Ashrob24]

Hi.  Yea it does say unknown. What do I need to do to resolve it?

[Ernie_C]

@ModTeam 

Please get a handle on this issue. Last time I will involve myself with this long-running issue. This must be easy to replicate and resolve.

[Ernie_C]

@Ashrob24 

Do you have an active VPN on your device? This causes this issue and can be resolved by turning the VPN off. This is how I created the error for the above screenshots.

Other than that, all you can try is:

stop the app and restart

log off the app and sign in again

delete the app and re-install

…..

If you wait here, Virgin Media will get involved but I can’t promise they will definitively fix the issue quickly.

[GreengiantVM]

This is an ongoing issue for months! I have had the dame problem many times and the same problem for at least the last three days. Cannot watch any recordings, no amount of restarting, logging off, logging on makes any difference. Still CPE IP ‘Unknown’.

Virgin really need to sort this out.

Martin

[Chris_W1]

HI Ashrob24, thanks for the message and welcome to the forums. Can you confirm if you have done what Ernie_C has suggested? Has this resolved the issue.   - Chris 

[GreengiantVM]

I have checked mine and I do not have an active VPN connected.

Interestingly have just checked and my TVGO now has an IP address in the CPE IP field.

To double check before sending this post went back into TVGO it has now gone back to ‘Unknown’ and unable to watch recordings.

So I quit TVGO, went back in again and the IP address has appeared.

Martin

[Matthew_ML]

Hello Ashrob24, thank you for reaching out and a warm welcome the community. I am also sorry to see you are having this issues with TV GO.

Okay, so please could you let me know what programs it saying this for, is it BBC 1 for example?

Because due to licensing laws some stations only allow you watch certain things on certain platforms.

Please could you let me know has it always been like this or has it just started to happen?

Is it just on iPad, or is it the same on an iPhone? Thanks