Problems logging in to iPlayer and YouTube etc

[LadyoftheManor]

I recently had a new Virgin box installed to replace a faulty one.  However, I don't now seem to be able to log into iPlayer or YouTube.  I just get a security message telling me my Virgin connection is not recognised.  Has anyone else had this, and how can I get rid of it? 

[japitts · Accepted solution]

Has your TiVo been replaced with a V6? That's standard practice now with faulty TiVo's, and there are different connectivity requirements - check at https://www.virginmedia.com/care/tv-fault/which-tv-box if you're not sure.

Alongside checking that, can you use OnDemand services from C5 & Sky? Those don't use apps, but do use the same internet connection - so would be a good test.

[LadyoftheManor]

Hi there - and thank you for responding to my query.  My Tivo box was only changed over yesterday as there was a fault with the channel listings.  I gathered from the technician that the box was just being up-graded, but assumed it was the same sort of Tivo box.  I just tried to see if I can watch Ch5 on demand, and it seems I can.  I am not subscribed to Sky channels so couldn't test that.  So far it is just BBC iPlayer and YouTube that I have nocticed a problem with.  I was hoping that this problem would right itself once I have had the new box for a few days, but time will tell.  In the meantime I will see if I can still get access to the two problem channels via my laptop, just as a back-up. 

[japitts]

So do you have a TiVo or a V6? I linked to a page with pictures.

Both run TiVo software but are very different hardware. Some advice depends on knowing which you have.

[LadyoftheManor]

I have a Virgin TV V6 box by the looks of your link.  I just checked it again and tried to access BBC iPlayer, but I am still getting the same message saying that my Virgin connection is not recognised. Looks like I might have to contact the technician again.  He did say I might have to log back into iPlayer etc, but there doesn't seem to be an option to do this that I can see. 

[japitts]

Thanks for confirming a V6, I suspected as much but wanted to be sure. Before you go nuclear & contact VM, let's try a methodical approach.

Can you post a picture of the error message, onto this forum thread by means of reply?

[nellyb87]

I have just had a replacement V6 box fitted today to replace a faulty one. The Virgin technician informed me that there is a problem with all new V6 boxes - they don't work with iPlayer nor most other apps - they get a security error. Netflix does work. Also I am finding that I cannot access help & settings either, so cannot programme my remote to turn TV on and off. So seem like I have live TV and can record it ok, but not much else. Virgin are meant to be working on the issue.

[LadyoftheManor]

Hi - I have just taken a picture of the Security Error that appears on my TV screen when I try to access On Demand or Catch-up for iPlayer etc.

[LadyoftheManor]

Looks like you have the same problem as I have, and we might just have to wait until Virgin can sort it out from their end.

[Ballingdon]

You have the same error msg that many of us our getting, via different routes - so it could be using the Red Button on BBC1 , trying to start some of the channels in the 220s , trying to use ANY of the Apps in the Apps & Games area, trying to access Red Button on Sky Sports 501 ( I hope sky realise how their service is being treated!), or Red Buttons on 528 TNTSports 2  , or… basically about half my offering is stuffed.

I spent hours on phone to VM help line (who have problems with English), to be told a technician must visit (- and I know this is a VM server problem) . He visited, I showed him, gave him a long list of things I can’t do now, and he left after 5 minutes.

I am also out of contract, so I may be out of VM v shortly…