Virgin Media Community

[JNPPAP]

Recently when viewing amazon prime the programme stops about 40min through. 360 displays amber light and is completely unresponsive.. Have to switch off wait 2mins and then power up.

[Paulina_Z]

Hi @JNPPAP,

Welcome to our Community Forums! Thank you for your first post, and I'm so sorry to hear that you're experiencing some connection issues with your 360 box!

Does this issue happen with only the Amazon Prime App, or does this happen on any other Apps, or on live TV?

How often does this issue show up?

Please keep me updated so I can look into this issue further.

Thanks! 🙂

[JNPPAP]

Thanks for the reply.

The only apps I use are Prime and BBC iplayer and it has happened on both. Live TV seems fine. It has shown up on the last twice I have used the Prime app.

Seems it is a Box problem.

Cheers John

[Paulina_Z]

Hi @JNPPAP,

Thank you for getting back to me, and thank you for providing me with some further details.

Would you be able to reboot your TV box and turn it on? What colour is the light that's showing on the TV box?

If the light is not white after the reboot - please press the power button on the TV box for 10 seconds. Does the light colour change to white?

Please let me know how you get on and we'll be able to run some further tests. 🙂

Thanks!

[JNPPAP]

Lights are all as they should be.

No change in performance. Fault still there.

Thanks, John

[Lee_R]

Thanks for getting back to us @JNPPAP

Is your box manually connected to the hub by a cable or is it connected by WiFi?

Regards

Lee

[JNPPAP]

Cable via powerline.

Cheers John

[Lee_R]

Thanks for getting back to me John.  I would like to take a closer look at this on your behalf.  To enable me to do so, I am going to have to send you a private message.

Regards

Lee

[Lee_R]

Hi @JNPPAP

I have booked a tech to attend your property.  Please log into your online account and if it's not convenient you can change your appointment there too.

Regards

Lee_R

[JNPPAP]

That's great. Thanks Lee.

Cheers John