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ES072

Have not been able to watch any movies purchased from Virgin Store. Issue has been ongoing for months now despite multiple restarts etc.

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Re: ES072

Are you able to watch any other On Demand programmes? Say, catchup from any non-BBC channel for example?

And are you using a TiVo or a V6? If you're not sure, check here 

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Re: ES072

It's a V6 and you're right - other On Demand (bar BBC) services do not play. 

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Re: ES072

Thought as much, so you have a general VOD issue.

What's happening- do you get any error messages, for example?

And just to be sure, you're using a TiVo and not a V6? If so, on the front-left of the  box are 3 green lights. Second from left is a "heartbeat light which indicates your online status. Is it static (good) or flashing (bad)?

If a V6, how is it connected to your home hub?

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Re: ES072

The only error message is ES072 when attempting to play from the Virgin Store. Other services simply don't play.

Definitely a V6 - the smaller box of the two. Connected via COAX to a Hub 3. 

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Re: ES072

Two things... if you follow Home > Help & Settings > Settings > Network, the top-right of the screen will report your connection status - either Ethernet or WiFi, and the signal strength if necessary. What does it say?

And are you watching on a 4K UHD TV by any chance?

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Re: ES072

Hi timbrind,

At one time that error was specific to the Virgin Media Store and there is a direct freephone number to contact them  0800 027 0801

Have you checked to see if  there a local fault?   You can do this by signing into Service status at the top of this page. You can also run a test against the TV box from there.  By doing this VM should be able to send a signal to your box and try to repair it.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: ES072

Try following these instructions, even though you have a different error https://www.virginmedia.com/help/virgin-tv-error-codes/604
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Re: ES072

HDCP2.2 was the answer. Outstanding - thank you 🙂

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