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PG66
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VM Store purchases playback issues

I have recently started to use the store to purchase movies but find that when I play them there are breaks in both sound and picture making it impossible to watch. This does not not appear to be a problem with the V6 box as Netflix and the various TV players all work perfectly. Has anybody else encountered this problem?

Hetty_R
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Re: VM Store purchases playback issues

Hi PG66, 

 

Thank you for taking the time to get in touch 🙂 

I am really sorry to hear you've been having problems watching content from the Virgin media store.

 

I have checked and can't see any known issues. 

 

Can you confirm how your TV set top box is connected to the internet? 
How often do you have this problem and do you ever get any error messages? 

Do you any other boxes you've been able to test this on? 

Look forward to hearing from you, 

Hetty 

Hetty_R
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PG66
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Re: VM Store purchases playback issues

The connection is via Wifi using the 5g connection. As previously stated this works perfectly for the various TV players and Netflix both in HD and 4K.

I do have another V6 box which I have not yet added to the store. I will add it and let you know the results. 

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PG66
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Re: VM Store purchases playback issues

I have now tried the other V6 box which is connected on the 2G network and for the time I had it running it was much better with only one small stutter in performance. 

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PG66
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Re: VM Store purchases playback issues

I have tried again on the main V6 box and still get breaks in sound and picture, this does vary each time I try.

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John_GS
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Re: VM Store purchases playback issues

Hi PG66, sorry for the delayed reply. 

 

Can the main box be connected via Ethernet cable just to try if it's the same issue?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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PG66
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Re: VM Store purchases playback issues

Not possible to connect via ethernet cable and I have previously tried via power supply connection and this does not work. As Netflix works without any issues even in 4k I do feel this is not the problem. 

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John_GS
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Re: VM Store purchases playback issues

Thanks for coming back to me and also confirming that, as that was my next question 🙂 

 

Please give the Store team a call directly on 0800 027 0801 and they'll be more than happy to assist further.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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