Virgin Media Community

[deano175]

I have recently started to receive an error when watching TV on my virgin mini box in the bedroom. The error I get says:

”PLAYBACK NOT POSSIBLE

Due to low bandwidth we are having trouble playing this program. Visit Diagnostics to help find and sort the problem”

The issue persists until I reboot the hub. The hub is connected to the internet fine, albeit with reduced speed, and other devices are unaffected. 

[newapollo]

Hi @deano175 

I've moved your post from the V6 forum to the 360 forum.

The V6 doesn't have a mini box, however the 360 does.

What is the error message and number eg CS2117 Playback not possible showing onscreen?

When you see the error is the program with the error on Catch Up or is it via an app or Boxsets & Movies?

On your mini box when you look at Settings >  Network > Diagnostics > on the top line what does the screen say about the signal quality ?

Then scrolling down to the bottom what rating does it give for the connection speed?

Is the mini box connected with an ethernet cable or by wifi? If it's an ethernet cable unseat it and reseat again in case it's worked loose. If ethernet you could also try a different ethernet cable.

I find if my 360 is connected via the 5GHz signal from my hub that it often drops out, however if I connect it to the 2.4GHz band I have no issues.

You say that the hub is connected to the internet fine, albeit with reduced speed.

With a wired connection to a PC what speed are you getting from the hub and which speed tier are you on?

[japitts]

By means of some explanation here.. the 360-mini box doesn't have a hard drive, but relies on multiroom streaming from your master box which performs all recording functions. So it's likely here, that the problem is on the link between your mini-box and your hub, which can be wireless or wired - newapollo's advice for troubleshooting a wireless connection is all valid, but...

Can you use OnDemand services on the same box OK? That uses the same mini <--> Hub connection, albeit with an onward internet connection thrown in for good measure.

The key to fixing this will be some methodical troubleshooting.

[David_Bn]

Good Morning @deano175, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the Low Bandwidth, can you please provide us with an update and answer the helpful post from @japitts for us?

Kindest regards,

David_Bn