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garry52
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Message 11 of 20
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Re: Netflix routinely stalling at 25%

i spoke to someone at virgin on Monday who totally denied that this is a problem
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georgiek
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Message 12 of 20
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Re: Netflix routinely stalling at 25%

Yep, I'm going to leave. Been meaning to leave for ages. They've always been a bit rubbish on the customer service front.

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Bo1ton
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Message 13 of 20
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Re: Netflix routinely stalling at 25%

We’ve been having problems with Netflix buffering at 25% for months now. Called 150 and they told us to use the Netflix App in “apps and games” rather than the Netflix channel. Tried it, but no better. Keep getting a “lost connection” or “cables disconnected” error message when (as pointed out by several forum members on this thread since 2016) the cables are clearly connected. So Support are useless, given that this appears to be a known fault. 

We are now also unable to use On Demand, as this has also been “temporarily unavailable” for a couple of weeks. In desperation, have tried to reset the TiVo box tonight. The box has now been “starting up” for over an hour, with no apparent progress. So now we have no TV at all. 

Virgin Media really need to get their act together.

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av-115
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Message 14 of 20
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Re: Netflix routinely stalling at 25%


@Bo1ton wrote:

We’ve been having problems with Netflix buffering at 25% for months now. Called 150 and they told us to use the Netflix App in “apps and games” rather than the Netflix channel. Tried it, but no better. Keep getting a “lost connection” or “cables disconnected” error message when (as pointed out by several forum members on this thread since 2016) the cables are clearly connected. So Support are useless, given that this appears to be a known fault. 

We are now also unable to use On Demand, as this has also been “temporarily unavailable” for a couple of weeks. In desperation, have tried to reset the TiVo box tonight. The box has now been “starting up” for over an hour, with no apparent progress. So now we have no TV at all. 

Virgin Media really need to get their act together.


First thing is first, you were fobbed off on the phone. Pressing red on channel 204 (Netflix) launches the same app you see in the Apps & Games folder. So they've either said that to get you off the phone or they're a total and utter idiot (both are equally as likely so the jury's out).

Second, you need to ring back up and demand an engineer visit. Do not take no for an answer. I can't guarantee they will be able to fix your Netflix issue as that is something that has been going on for years. But if Catch Up isn't working either then there is an issue with the upstream signal which needs addressing.

The only other thing I can add is that the problem is less common on the V6 boxes, but it can occur on those too. If you get an engineer visit and have broadband with Virgin (required for the V6 box), tell them how slow and useless your TiVo box is and the engineer will probably swap it for a V6 which is much better.

--------------------------
TV: XL TV + Sky Sports (V6 & V+ HD)
Broadband: VIVID 200
Phone: Talk Unlimited
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Forum Team
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Message 15 of 20
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Re: Netflix routinely stalling at 25%

Hi there Bo1ton, 

 

Welcome to the forums and for your first post - very sorry to understand that you have been having some issues with your Netflix connection and more recently issues with your OnDemand and your box starting up. 

 

How are things looking since your post - I do hope that your TV services are now back up and working for you? 

 

Are you still having issues with the OnDemand? It sounds like your box was having some issues connecting to the network - this can assist with that: 

 

Home> Help&Settings> Settings> Network> Connect to Virgin Media Service Now

 

In regard to the Netflix, it can actually make a different to if you load via the Channel on 204 or via the Apps and Games so this is why we would ask if it is different via the other method - it can also help us diagnose an issue if it does work one way and not another. 

If you are still having this issue please do pop back and we can see what we can do further to help you out. 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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av-115
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Message 16 of 20
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Re: Netflix routinely stalling at 25%


@Katie_WT wrote:

In regard to the Netflix, it can actually make a different to if you load via the Channel on 204 or via the Apps and Games so this is why we would ask if it is different via the other method - it can also help us diagnose an issue if it does work one way and not another. 


Please explain how this makes a difference, thanks.

--------------------------
TV: XL TV + Sky Sports (V6 & V+ HD)
Broadband: VIVID 200
Phone: Talk Unlimited
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Forum Team
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Message 17 of 20
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Re: Netflix routinely stalling at 25%

Hi there av-115,

 

Launching it via channel 204 or via the Apps and Games will open Netflix via a different path.

 

By asking a customer to check this, it enables us to go through our diagnostics and establish what may be causing the issue. 

 

Cheers!

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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Bo1ton
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Message 18 of 20
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Re: Netflix routinely stalling at 25%

Hi Katie-from-The-forum-Team,

The problem persisted, so I phoned 150 again. I had one of the new boxes that was delivered a couple of months back, but never installed, so was calling to activate it. At this point, still had no Netflix, On Demand or other apps.

Support on 150 said that the6 had activated the new box, so I installed it. The box went through the normal start-up routine, then failed on the final check-point. So now no Netflix, On Demand, other apps and no TV!

Phoned 150 again, explained the problem, they didn’t know what to do, so arranged for an engineer to come round. On Thursday (this was on Monday - the problem occurred Sunday evening, but the Support Office was “closed”.). So no TV for 5 days, and no offer of compensation (very poor!).

Engineer came Thursday afternoon, knew what the problem was straight away - apparently, the final system-check that the box was trying to perform isn’t necessary for the new boxes. He installed the software correctly, and it’s worked fine since. He even checked the broadband strength / speed whilst here.

So ten out of ten for the engineer, but a poor one out of ten for the Customer Support Team.

Bo1ton.

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Forum Team
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Message 19 of 20
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Re: Netflix routinely stalling at 25%

Hi Bo1ton, 

 

Thanks for the reply and for the update with your new box - not sure what had happened there but glad it's all working now for you. 

 

Have you managed to call back to arrange the credits for the loss of services since your post? 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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marty3
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Message 20 of 20
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Re: Netflix routinely stalling at 25%

its simple, the cheap rubbish samsung rebranded dvr box, well its not that, its actually a good box without virgins horrific firmware installed on it.. there will never be a solution to this as long as virgin insisr we use terrible software on great hardware.. its a mess

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