Error - Catch up/ on demand and even the help pages are not working

[Lianne26]

Catch up/ on demand and even the help pages are not working on the tivo box. 

I have turned it off by the plugs to try and reboot it, still nothing works.

[MOD EDIT: Subject title changed for clarity]

[newapollo · Accepted solution]

Hi @Lianne26 

It sounds like your TIVO box ia losing its internet connection.

You could try forcing a manual connection by going to Home > Help & Settings > Settings > Network connection.

When was the last successful connection? It normally tries to reconnect every 6 hours or so.

Click on "connect to Virgin Media service" and wait around 30minutes before rechecking,  Hopefully it's reconnected. If not what does it say?

[japitts]

All the functions you describe, use the internet - your TiVo has an inbuilt internet connection rather than your home broadband.

Check the front-left of your box for green LEDs - if the light next to the heartbeat symbol is static, the internet connection is working and the "Connect to VM services now" advised above should resolve this. If the light is flashing, your onboard modem has failed and VM need to rectify that,

[Lianne26]

Thanks for the help. It has not worked though. 

[japitts]

In what way has what not worked? The more info you give, the better help others can give you.

Do you have flashing lights on the front-left of your TiVo box? If not, what happened when you tried using the "Connect to Virgin Media services now"?

If you go back into the network connections screen and check the left-hand-side for the regular connections, what is shown?

[Lianne26]

I did as suggested with the network settings, twice, catch up still doesn't work.

The two lights are green and not flashing. 

[japitts]

If you go into the network connections screen and check the left-hand-side for the times of the regular connections, what is shown? Is there success or a failure reason?

What error code/message do you get when you try to use OnDemand?

[Lianne26]

It says the last connection was a success. 

It just stays on a blank screen and sometimes comes up saying the message about going to the help page and troubleshooting. But the help page is not working either, it is just a blank screen. 

[Hayley_S]

Hello @Lianne26,

Welcome, thanks for posting.

I am sorry for the issue with your TV services.

Can you please tell me how it is for you at the moment?

Many thanks,

[Lianne26]

It is the same. 

I have turned it off by the plugs a couple of times, I have done as suggested above a couple of times. It is just not working.