Forum Discussion

KTBATH's avatar
KTBATH
Joining in
2 years ago

Re: OOPs. we couldn’t connect to Virgin box1

Hi there, I'm having exactly the same problem, when I try to access a recording from the main 360 box to watch on the mini box. It came up with OOPs. We couldn’t connect to Virgin TV 1. I called out a Virgin engineer who said I must keep my main box on permanently and not let it ever go into standby, which I have doe but the problem has got much worse, I now cannot watch any recordings on the minibox (This was the main reason for getting the mini box). The wifi upstairs with the mini box is excellent, the Virgin diagnostics show an excellent signal capable of UltraHD viewing, I have tried resetting everything, still it doesn't work, do I need a new 360 main box or minibox?

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    2 years ago

    Hi there KTBATH 

     

    Thank you so much for your post and welcome back to the forums, it's great to have you here. 

     

    We are so sorry that you have faced these issues and we have split this to your own thread so we can check this individually. 

     

    Can I ask if this happens across all recordings? Are you still getting an error message when you try to access them? Also just to confirm, are the recording showing OK on the main box? 

    • KTBATH's avatar
      KTBATH
      Joining in
      2 years ago

      Hi Ashleigh, thank you for your reply, this is a very intermittent problem, sometimes the recordings on TV2 minibox upstairs work OK, sometimes (mostly) they don't work on TV2 minibox upstairs and we get the 'OOPS' message. All the recordings work perfectly OK downstairs on the main 360 box TV1. Keith

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 years ago

        Hi KTBATH, thank you for your response. 

        Beyond the message you're getting, is there an error code showing on the screen? Also, is the power button on the front of the mini box lit with the colour white?

        Regards,
        Daniel

  • KTBATH's avatar
    KTBATH
    Joining in
    2 years ago

    Hi Daniel, thank You for your message, I confirm that there are no other error messages or codes on the screen, and that both the main box and the mini box have white lights on the front. I have attached some photos of the actual problem, Kind Regards, Keith

    • Travis_M's avatar
      Travis_M
      Forum Team (Retired)
      2 years ago

      Hi KTBATH 

       

      Thanks for your response

       

      Are you able to check the main signal on the box for us please? If the signal is weak to the main box this would affect the capabilities of the mini box too

       

      Regards

  • Tavis75's avatar
    Tavis75
    Super solver
    2 years ago

    Have you checked the signal on the main box? As the streaming is between the two boxes maybe the main box has a poor signal?

    • KTBATH's avatar
      KTBATH
      Joining in
      2 years ago

      Hi Travis_M,  I have run the diagnostics on the main TV connected to Main TV1 Box and have attached the results, we don't have any problems with Netflix or iPlayer or youTube any other App on either TV, just playing the recordings on TV2 is the only problem, Thanks, Keith

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 years ago

        Hi Keith 

        You could  run the same diagnostics on the other  box to check the internet connection since it's TV2 (the mini box) that isn't connecting to TV1 (the main box) where the recordings are stored.

        If the Main Box isn't ready to accept the request from the mini box then you won't be able to play the recordings.

        The main box needs to be on either Fast Start or Active Start. If it's set to Eco Start, or turned off when the request is made then the Mini box can't see it.

        Go to Settings > System > Standby power consumption. You have 3 choices.
        Fast start  - the 360 starts quickly but is less energy efficient
        Active start - more energy efficient than fast start but the box takes a little longer to start up
        Eco start - the most energy efficient and probably the one you're using. It uses minimal power but takes a while to start.
        The first two options are best if you have a mini box and want to watch a recording on it

  • TVSteve's avatar
    TVSteve
    Joining in
    2 years ago

    I've had the same intermittent problem on my 360 Mini.

    Had a tech visit today.  The engineer hadn't seen this issue before but when he rang his boss he was told to follow this process exactly.

    1, Turn off Hub

    2. Turn of 360 Main box and 360 Mini box

    3. Wait 5 minutes

    4. Turn on Hub and wait for broadband to reconnect

    5. Then turn both 360 on again.

    This apparently should re-sync things.

    So far it's been ok but will have to see over the next few days if it's fixed completely as the error has been random and intermittent.

    p.s. the other issue I've been seeing is another intermittent error message when I try to delete a recording on my 360 Mini.  It tells me 'Unable to delete recording as the programme is being watched on another box'  when it's not being watched on another box.  Hoping the above fix has sorted this issue too.

  • KTBATH's avatar
    KTBATH
    Joining in
    2 years ago

    Hi there, unfortunately the problem still exists, I can't watch recordings on TV2 minibox I still get the 'OOPS we couldn't connect to TV1' message. As reported before, this is a random and intermittent problem and initially I thought the problem was fixed following the full reset, but the problem is still there, please can you help?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi KTBATH, thank you for your response.

      We're sorry to hear that's the case 😔

      Have you been getting any error codes at any point? 

      Regards,
      Daniel

  • KTBATH's avatar
    KTBATH
    Joining in
    2 years ago

    Hi Daniel, there are no obvios error codes showing on the screen. Is there anywhere else to look for stored error codes?

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi KTBATH, thank you for your response.

      They would normally be very visible and if you ever get any, you can enter them here. 

      In order to look into this for you further, we'll send you a private message on here.

      Look out for the envelope in the top right-hand corner. If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

      • Tyronv's avatar
        Tyronv
        Joining in
        2 years ago

        Did this ever get resolved? I have exactly the same issue. Second box cannot play recordings from first 360 box. Usual a factory reset does it but that no longer works. 

    • Zach_R's avatar
      Zach_R
      Forum Team
      9 months ago

      Hi alhj1963,

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

      I'm sorry to hear you're having some trouble with your TV service. Would you mind expanding on the problem you're experiencing exactly and what you've done thus far in an effort to resolve it?

      Thanks,
       

      • alhj1963's avatar
        alhj1963
        Joining in
        9 months ago

        I managed to fix it by connecting mini box with Ethernet cable. But I still can’t play any recordings on my iPad as it says I am not on home WiFi but I am

  • HelzG's avatar
    HelzG
    Joining in
    9 months ago

    I am also facing the same issue. Given this is obviously a known recurring issue being faced by many customers can you please just publish the necessary fix for it?

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      9 months ago

      Hi there HelzG 

      Thank you so much for your post and I am so sorry to hear that you are also facing this issue.

      I understand how frustrating this must be. Please can you elaborate on what is happening further so we can advise? How is your box connected to the Hub is this WiFi or Ethernet?

      • HelzG's avatar
        HelzG
        Joining in
        9 months ago

        Connected by wifi with a very good signal.  Exactly the same scenario as everyone posting above in this chain.

  • HelzG's avatar
    HelzG
    Joining in
    8 months ago

    Which box? The mini box? White when it’s switched on. Same for the main box. Issue is when the main box hasn’t been on for awhile - the mini box fails to locate it unless i go downstairs and switch the main box on separately. Which defeats the point of having an upstairs box to view recordings!!!

    • Carley_S's avatar
      Carley_S
      Forum Team
      8 months ago

      Do you have any other issues watching these recordings on the main box at all? 

      Does switching the boxes start up help at all? The recordings should work whilst the main box is in standby. 

      • HelzG's avatar
        HelzG
        Joining in
        8 months ago

        No problem at all on the main box with recordings. The start up was already on the recommended setting. When the main box has been on standby for any significant period of time is when i have the issues.

  • andrewa1966's avatar
    andrewa1966
    Joining in
    5 months ago

    similar issues - have arranged a further engineer visit - never had these issues with sky multiroom - Virgin needs more investment in the equipment - already had to invest in mesh network due to poor quality hub

    • Akua_A's avatar
      Akua_A
      Forum Team
      5 months ago

      Hi Andrew, 

      Welcome to our community forums and thank you for your first post.

      sorry to hear you are having issues with recording. We can understand the inconvenience caused. We are glad to see you have an upcoming appointment regarding this issue. Please let us know how the appointment goes and if you need any further help.

      Thanks,