Why are my TV apps not working

[Myst369]

Up until 3 days ago all my Tv apps worked perfectly.

Today none of them are working at all.. 

Despite turning off my set top box, leaving it for an hour and re-booting nothing changed.

I've had to re-register with BBC iPlayer, ITVX, Channel 4, My5, U, You Tube, BBC Sounds and more.

But when I tried to view them on my TV I'm either getting a request to register again or a message that something has gone wrong and the app isn't working properly.

Can you do something from your end to re-ignite them or get them operational again?

Or advise me about what steps I can take to correct the problem?

It's hardly fair to be paying for a feature that isn't working.

Thank you.

[Matthew_ML]

Hey Myst368, thank you for reaching out and I am so sorry to hear this.

How have the apps been are they all working now after you registered or still the same issue? 

[Myst369]

No, Matt. None of them are working. Each time I try to use one all I get is a black screen and then an on screen notice that this app is not available right now and that I should ring 150.

Which I did - 3 days ago - and I am still waiting for someone to get back to me!

[Myst369]

Around a week ago I lost all my apps on my tv.

As per the on screen message I rang 150 and was given a website link to run a series of diagnostic tests on my tv.

These tests stated that you couldn't get a signal from my smart card and I should ring  0345 454 1111 and speak to someone - which I did - who then wasted another 20 minutes asking me to go through all the same tests I had previously performed via the website.

Anyway, the upshot of all this was that the person I spoke to told me they couldn't help me and they would have to escalate my case to Technical support where someone from that team would contact me with a view to either repairing the problem remotely or arranging for an engineer to visit. 

That was a week ago and I am still waiting on someone to contact me.  

Is there anyone on this site who actually works for VM who could reply to this complaint and help me get my TV apps up and running again - or at least organise a call or visit from Technical support?

Thank you.

[newapollo]

Hi Myst,

Do you have a TV360 box oe the Stream box?  You posted in both forums, however I've merged the posts together into your TV360 thread.

When you get the balck screen and the message 'this app is not available right now', there should also be a fault error code such as CS2517, CS2400 etc.  It will help the forum team if you also advise what the actual error code is.

Is your set top box set to Eco Start? If so then the tech team won't be able to run their tests or send a signal to the box. It needs to be on Active Start, or preferably Fast Start.  (Settings > System > Standby power consumption)

Is your set top box connected by ethernet cable or wifi?

Also, if by ethernet, have you tried a different ethernet cable or port, and are you connected directly to the VM hub or via an extender or other router? 

[Myst369]

Hi Dave

I have a Virgin Tv 360 box.My Set Top Box

I did not know what Stream was and posted my message there because I thought as my problem related to the streaming services which were not working - namely all my apps - that's where it should appear. Only later did I realise my mistake.

The box is connected via wifi.

I haven't got an ethernet cable long enough to reach the hub which is in another room around 25 feet away.

The box is set to Active start,

I just tried loading up the BBC iPlayer app to see if I could identify a code - but while previously the screen did display an error message telling me to ring 150 and showing a code, all I am now getting is a completely black screen.

And it now seems to be locking up as well.

Once the black screen appears the only way I am now able to escape from it is by rebooting the set top box -none of the other buttons do anything - not the power button [for the set top box], the back button, the channel button, the voice command , the TV button and the Channel guide button.

Thank you for your reply.

PS - Can you tell me how you managed to change my message from one forum to another as I couldn't figure out how to do that myself when I realised I shouldn't have gone into the stream forum.

Thanks again.

[roy247]

Have you tried a factory reset of the 360 box using the keep recordings option.

[newapollo · Accepted solution]

Hi again @Myst369 

Thanks for updating the thread.

You wouldn't have been able to move your post from the Stream forum, that's one of the 'perks'  VIP members get which allows us to merge posts, or move them to another forum,  which can then help forum staff have all the info together in one post in the correct forum as the answers or possible soultions can be different depending upon the device.

Reading through your posts again, and the fact that you've had to sign into all your apps again might be an early sign of a failing hard drive. That'll be why @roy247 has suggested performing a factory reset, but using the option of keeping all your recordings rather than seelcting the 'Format' option.

Another way you can check on the hard disk is to pause a live program for a few minutes and then play it back. as thats the same as doing a recording.  If it stutters or has sound issues when playing back from that paused point then that can also indicate a hard drive issue.

Sometimes (but not always) when being stuck and unable to exit an app I press the Home button to try and get back to live TV or the Home screen.

The black screen with apps can sometimes happen due to an HDMI cable  issue, but that generally only shows up on netflix, Prime or Disney+ so I don't think that's related to your issue, however it wouldn't harm to double check that the HDMI cable is seated properly, and  maybe try a different HDMI cable or port on the TV.

[Myst369]

Thanks for your replies, guys.

I'm away for a few days on a work related matter at the minute but will try to implement your suggestion upon my return roy247 about a factory reset.

In regard to your remark about a failing hard drive, Dave, strangely enough these last few nights I have heard a loud whirring from the set top box and when touching it felt a mild vibration, so I'm thinking you could well be on the right track there.  Anyway, will get back to you in a few days with an update re the factory reset and the program pausing suggestions.

Best wishes 

[Ashleigh_C]

Hi there @Myst369 

Thank you for popping back to us and a big thank you to our community team for their help here it is very much appreciated! 

Can I ask if you have been able to try the fixes suggested? If so how are things looking now?