iPlayer buffering issues (all other apps work fine)

[Springo21]

Equipment / networking:

Hub 3 wirelessly connected to minibox via Netgear EX6120 booster. 

Problem

iPlayer buffers frequently in the evenings, about every 15 minutes. 

Other background:

All other Virgin apps work fine: Netflix, ITVPlayer, Amazon Prime, More4. 

When we get fed up with the iPlayer app on the minibox we revert to the iPlayer app pre-installed on a six year old Samsung smart TV. Here it works absolutely fine, no buffering.

The TV is also connected wirelessly to Hub3 via the Netgear booster.

Testing the booster wifi speed in that room, it maintains a good(ish) 50-70mbps. 

All this seems to indicate an issue with the Virgin iPlayer app.

Can anyone advise on a fix or have experienced the same issue.

Thanks!

[Kath_F · Accepted solution]

Hi Springo21, 

Thanks for your post and apologies to hear that you are having an issue with the iPlayer app. 

Taking a look at the account it looks as though there are some signal issues with the box. We're going to need to get this looked at and we won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Springo21,

 
Thanks for coming back to via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders. You can also view this in the My VM app. 

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.

[Springo21]

Thanks Kath, all booked in from our side. Will let you know how it goes.

[Hayley_S]

Hello @Springo21,

Thank you for letting us know! Look forward to your update 🙂

Many thanks,