I haven’t contacted Virgin directly since posting as this seemed the easiest place to get it fixed 🙂
On demand/catch up features that run via Virgin work, for BBC, Channel 4, Channel 5, ITV (e.g festive gogglebox).
On demand features that open the app to play (on demand BBC shows that open iPlayer) do not (e.g. the apprentice). When pressing home to go back from the loading screens, the box sometimes freezes on the maroon screen and I have to turn it off.
Opening My5 direct does not work (sits on blue screen).
iPlayer direct does not work (either directly or via on demand).
Thanks for coming back to us on this and for expanding on the issues further.
It's certainly a strange issue to have as some internet features are working and others are not. As there is no error message as such it is hard to narrow down where the issue could be.
I'm inclined to think the box may be at fault since doing the upgrade but I can't be certain. Due to this I would like to book an engineer to come out to take a look at the box. I just need to confirm the address to ensure we are booking the visit on the correct account.
I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks for coming back to via private message to confirm your information.
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the fault as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed.