360 signing out of Apps

[JMcA21]

Hey everyone,

Recently upgraded to 360 from v6 & everytime I have to sign in to all the apps (netflix, prime. Iplayer etc). Does 360 not keep you signed in? Really annoying more than anything! 

[JMcA21]

Daily issues & seem to be gettjng worse - every day I have to reboot the box, sometimes several times & I've even done a factory reset several times. Recordings are not retained more than 12 hours & if something is recorded, it's only partially recorded. Catch up now not accessible & multiple error codes - CS2518 being the most common. Tried to call & cannot get through "operators are busy". Really getting frustrated with the whole thing now & just want to watch TV. Considering the cost, don't think it's too much to ask! 

[Carley_S]

Really sorry to hear this is still ongoing for you @JMcA21

Are all your cabling nice and tightly secured into the equipment? Are there any kinks or twists in the wiring at all?

Do you have multiple set top boxes and if so, does the same issue happen on all Virgin Media 360 boxes or just the one?

[JMcA21]

Hi Carly, cabling is all fine, hasn't moved since it was installed by your engineer! Yes it's the same on the 2nd set top box, signs out of apps, cancels all recordings, won't play catch up & if it does record something it usually either misses the first 20 mins or the last 10 mins! 

Was under the impression that 360 was supposed to be an upgrade, so far doesn't feel like it. 

[Huckster]

My issues with the box may be different, but since I reported issues, I now switch off the power to the box each night, therefore denying any updates or maintenance that VM may conduct overnight.  The box is now working correctly with no issues. 

For the last two weeks or so, if I left the box on standby overnight, the next day I was having to complete a factory reset and then to sign in to the apps again. And I was getting loads of CS error codes affecting all apps and catch up.

Try doing the factory reset, sign into the apps and then switch off the power to box overnight.  The the next day, see if the box is working correctly.

Could be a hardware issue, but I have a feeling that it is a software compatibility issue with some of the boxes. And switching off the box overnight is stopping the software update that is causing the issues you are experiencing.

[David_Bn]

Hi @JMcA21, thanks for coming back to us. 

How is the main set top box connected to the services - via Ethernet or Wi-Fi?

Have you kept the set top box on overnight, or switched this off?

Kindest regards,

David_Bn

[JMcA21]

Connected via ethernet cable. It's usually on standby overnight but I've tried switching it off & it didn't make any difference! 

[Zach_R]

Hi @JMcA21,

Thank you for expanding. I'm so sorry to hear that this issue is happening. So that we can investigate and assist you further, I'm going to send you a private message in a few moments.

Please respond to this when you can and we'll proceed from there.

Thanks,

[Elaine101]

This is exactly the problem I am having now, so several months later than your post, Virgin have clearly not resolved the problem. I have tried rebooting with no joy and even if I want to watch anything on playback I have to log into the app for whatever channel I am watching. Virgin tells me this is normal when clearly it isn’t, and they also tell me I have to pay to escape my contract but I don’t see why when they’re not honouring their side of it by providing a faulty service and lying about it. Did you ever resolve your issue

[Tavis75]

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Was under the impression that 360 was supposed to be an upgrade, so far doesn't feel like it. 

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It's not an upgrade, it's a change of system to bring VM inline with other Liberty Global companies around the world and use their own inhouse software, allowing them to end the contract with TiVo. Even when it's working correctly the system is missing many features from the V6\TiVo boxes (many of which are patented by TiVo)

[JMcA21]

Hi,

No, wasn't resolved but recent updates have meant the recordings haven't been deleted, but I do still have to sign in to apps. Think a new box is required but don't have the time to call them & then wait for an engineer! So I'm just struggling thru at the moment. Check to see if any updates are available for your box, otherwise you'll need an engineer. Sorry!