Streaming devices maxed out

[stuartbm]

Good morning we have x2 v6 boxes both upgraded to 360, upstairs last night we tried to watch a recorded program only to keep getting message streaming devices maxed out and would not let us watch the recorded programs?

any answers please

thank you

[newapollo]

Hi @stuartbm 

Were you using the 360 set top box  to try and view the recording, or were you using the TVGo app?

If it was the 360 set top box then try rebooting the box.

If you were using the TVGo app or the TVGo web browser app then you can watch TV on a maximum of 5 devices, and you can make three device changes each month. It's possible that if you were using this method that the app was still running on 5 devices preventing a sixth one being used.

[stuartbm]

Thank you for trying to help, I was on the upstairs to v6 (360) set top box and it was the only device open 

[Ayisha_B]

Hi @stuartbm 👋,

A warm welcome to our Community Forums and thanks for your post. It's great to have you on board with us here. 😊

Just checking in to see if you still need help with this? Did you try rebooting the box as suggested by newapollo ?

Let us know so we can offer further support if required. 

Thanks

[stuartbm]

Yes please, We tried to reset both boxes at the same time, even reset our wifi but still have exactly the same issue, upstairs the v6 box upgraded to 360, will not play any recorded material, will not load any of the apps, and will not allow us to play netflix, prime etc....basically all iot will do is play live content.

[Jodi_S]

Hi stuartbm,

Thanks for coming back to us. Apologies for the delay in response, remotely looking at the systems from our end, we can see that you have already contacted the team regarding this issue, and it's currently being investigated at by our 2nd line faults team. 

Once we have a resolution to your issue, you will be contacted by out team to make sure it's all OK from your end.

We do apologise once again for any inconvenience and disruption caused. 

Kind regards Jodi. 

[stuartbm]

Good morning and happy new year to all, Yes we are still having the same problem, to a layperson i think it must be to do with hard drive mechanical rather than software as you cannot use any other app prime/netflix etc etc you cannot play recorded content and it will not rewind pause or fast forward all you can do is watch live tv.....not the best time over the one time of year you want to record and play back or use all the other apps you pay a fortune for, after wednesday it will have been over five working days so will be contacting virgin directly.

[Matthew_ML]

Hey stuartbm, thank you for reaching out and letting me know this.

Sometimes these can take a little bit longer than the five working days especially with it just being Christmas and New Year.

Please do keep me updated on this. Thanks 

[stuartbm]

Having had no support from Virgin, my first question of upstairs box only working on live tv had to go to second level and then no contact

Am going to try Ethernet connection it’s a pain as box only showing live content is upstairs 

do I need to link upstairs box via Ethernet to broadband downstairs or to downstairs v6 box please

i want to still watch what is on both boxes on either connection 

one more try before going to sky

thank you 

[japitts]

Each of your TV360 boxes needs 2 independent connections.

1: A coax cable carries your live TV feed.

2: A wired (ideal) or WiFi (if reliable) connection to your homehub, to provide OnDemand, streaming & various updates.