Connection to Virgin1 Box

[paul0403]

Hi, I’m having trouble watching recordings on my mini box, it comes up saying I’m not connected to the virgin 1 or main box. I can watch catch up and on demand and I’ve changed my box from active start to fast start……any other ideas?

[newapollo]

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@paul0403 wrote:

Hi, I’m having trouble watching recordings on my mini box, it comes up saying I’m not connected to the virgin 1 or main box. I can watch catch up and on demand and I’ve changed my box from active start to fast start……any other ideas?

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Hi @paul0403 

Is that the main box as it won't make any difference if it's just the mini box that is on fast start?

I would suggest rebooting both boxes so they can pair with each other again.

How is the mini box connected to the internet? Go to Settings > System > Diagnostics and scroll down to the second screen and check that the IP address and DHCP servers are in the ranges 192.168. x..x  

The box should show the IPv6 gateway as Not available - the box can't work on IPv6

[paul0403]

Done all the above, settings are as you said but it’s still the same

[roy247]

If the 360 box is on do you still have problems watching recordings on the mini box. Also are both boxes connected directly to the Virgin hub by ethernet or wifi, or are you using your own router with the Virgin hub set to modem mode, this can sometimes cause problems.

[Emmals1992]

Both connected via WiFi. I can watch programmes fine on main nox but mini one thinks it's off when it's not. 

[paul0403]

Virgin had to come out, they gave me a new main box……which meant we lost all the recordings 🤷‍♂️

[Megan_L]

Hi Paul0403, 

Thanks for using the forums to get this issue with your TV services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

Roy247 has asked a very good question which I'd like to know the answer to please, how are both your TV boxes connected to the internet - WIFI or Ethernet?

Also just to clarify, you can't watch live TV on the mini box, whereas On Demand and Catch up are working fine? 

Are you able to supply a screenshot of the error message? When does this appear?

One more task for you, I've tried to check your TV service on my side but it seems you've not turned your boxes on yet. Could you let me know when you've turned them both on so I can run diagnostics on my side?

Thanks,

Megan_L

[Molly_T]

Hi Paul0403 👋 welcome to the community! Thank you for posting. 
Sorry to hear about your issues with connectivity on your TV mini box, thank you for keeping the thread updated and I am pleased to hear we were able to get an engineer booked out to you to replace the box and resolve any issues with your TV service. Sorry to hear that you lost your recordings in the process of arranging this. Thanks for your patience whilst we got this sorted. 

Please let us know if there is anything outstanding you need our support with and we will be happy to help! 

There's also a handy support guide for using our TV360 service here 👉 Help using Virgin TV 360 if ever needed! 

All the best.