Can't access Apps/Catch-Up or On Demand on Tivo

[LynneM]

Watched Netflix (via channel 124) yesterday lunchtime but when I came to watch later on, couldn't access it, with a message that I might not be connected to internet.  (My second box would appear to be fine).

Checked all cables and re-booted box but still same problem.  Am also unable to access Catch-Up and On Demand, with no images showing for channels or tv programmes.

Channels are working, as are recordings.  TV is not a smart TV (which is why I go through channel 124 or Apps for Netflix) and is connected via scart not HDMI.

Have just been going round in circles trying to contact VM, so hoped someone could be able to help.

Many thanks.

[japitts · Accepted solution]

You've posted in the TiVo forum, this box has an inbuilt internet connection - all the issues you mention are symptomatic of a failed modem.

On the front-left of your TiVo there's 3 green LEDs. The middle one (with a heart symbol) is the online status light - is this flashing or static? If flashing - this is a failed internet connection.

Faulty TiVo's are now replaced with V6 as a matter of course, providing you have VM home broadband. Same software, much newer & quicker box with more recording tuners and improved streaming options.

[LynneM]

Hi japitts

Thanks for replying.  I've checked lights and the light under the heart symbol is static.

Sounds like box is on its way out though - unfortunately there's loads of recordings on there!  

Must admit I'm a bit unsure about V6 box, as my VM broadband (especially e-mails and Facebook) often go offline.  As it's difficult to speak to someone at Virgin, how would I go about looking at a replacement, please?

Lynne

[japitts]

The V6 is a massive improvement over a TiVo, but if you have broadband issues - start a post in the broadband forum (https://community.virginmedia.com/t5/Speed/bd-p/Speed ) explaining your issues, and other users who are more familiar with that, will likely be able to help.

If you'd rather not call in - for which I don't entirely blame you - VM staff usually respond to posts on here if you don't mind waiting a few days. Start watching your recordings ASAP, prioritising those which aren't available via other means.

On any recording, the option "related videos" below "play" will give a drop-down if an OnDemand version is available. That gives you an insurance to watch on a replacement box if necessary.

[LynneM]

Thanks for all your helpful advice - I'll certainly start a post in the broadband forum.  (Tried to phone re that but unable to speak to anyone!).

Will wait and see if someone from VM picks this up and in the meantime, start watching recordings.

Again, many thanks.

[LynneM]

Yes, exactly the same as ours.

Also noticed last night that Recordings and Planned Recordings do not show picture of programme on right hand side, just the text information about it.

Have checked again earlier this morning but still the same.

If it is a Virgin problem, hopefully it'll be sorted soon.

[Steven_L]

Hey LynneM,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your Tv box at the moment. I have been able to locate your account and can see that an engineer visit would be needed to resolve the issues that you're having and its likely that they will replace the box.  I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L

[LynneM]

Hi Steven L

Have dropped over the details as requested.  

I should add, however, that there are at least 6 other people on here with the same problem as me, starting on the same date.  This would indicate that it is a Virgin Media problem and not a box fault.  

[Steven_L]

Thanks for confirming your details and passing account security. We will get this raised on your account as an issue but before we do that, please can you advise, if you're you getting any error messages on screen?  You also mentioned that other users are having the same issues, you don't happen to have the link that the other users were reporting this on, so that we can ensure that this issue is picked up for all the affected customers. 

Kind Regards,

Steven_L

[japitts]

---

@LynneM wrote:

This would indicate that it is a Virgin Media problem and not a box fault.  

---

Even if this were the case, this may be an easy way to get upgraded to a V6.