Apps missing/won’t stay signed in

[Wfcdanoc]

I have recently upgraded the software on my old TiVo box up to the Virgin 360 software and I am having issues with my various apps. I have signed into BBC iPlayer/Netflix/Amazon Prime/ITVX etc and these apps will work for a day or so before either signing out again, completely freezing or showing no icons at all on the apps menu. In terms of error codes, sometimes I get one but other times the apps are freezing with no code or are not listed at all. 

I have also noticed that recordings and other options from the main menu just appear as black icons, as if their is no internet connections but I have checked all connections and the WiFi router is working fine with a strong connection. 

has anyone experienced this? 

[Zach_R]

Hi @Wfcdanoc,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that you seem to be facing some issues with your TV box recently following an upgrade. Are you noticing any problems with live TV and/or On Demand too, or does it appear to be apps and your recordings that are acting odd to your knowledge?

Thanks,
 

[Wfcdanoc]

Thank you for the reply Zach,

Live TV is not an issue and has been working fine but the main issues surround apps and recordings. Each day I have been experiencing apps logging themselves out, not allowing my to log back in without freezing, recordings have disappeared today and all icon images on my home/app/recording menu screens are just showing as blank, empty icons. 

it seems like the box is not retaining any information such as log in details. The recordings are going on about a 2/3 day basis.  I don’t know if this is anything to do with the recent software update to 360. 

anything you could do or advice to help would be gratefully received.

Cheers,

Dan  

[Kath_F]

Hi Wfcdanoc, 

Thanks for coming back to us with an update on this. 

We're sorry to hear this is ongoing for you. Checking things this end, the box itself is having some issues with it's signal levels. There are some also errors showing for the hard drive. 

We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 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,

[Kath_F]

Hi Wfcdanoc,

Thanks for coming back to me 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 you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. 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 a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Lets us know how the appointment goes. 

Take care.