iPlayer on Virgin 360 Box

[Pmendelsohn]

Since upgrading my set top box to Virgin 360 iPlayer requires me to log in every time I access it.  This never happened previously and doesn’t happen if I log into iPlayer directly on my TV. 

Also ITVX made me log in more than once although I think it is now OK. 

[roy247]

Hi,

If you just exit iPlayer by pressing the back button and do not switch the box off then you might have a faulty box if you can't get back into iPlayer..

If you switch the box off make sure it's set to fast start or active start and not switched off at the plug and see if that makes any difference.

[Pmendelsohn]

No it constantly requires a login when I use it.  

Is also now happening with ITVX and Netflix.

[roy247]

Might be a sign of a box failing, any problems pausing and rewinding live TV, or the box losing recordings or planned recordings if you do then you will need the box replacing.

[Daniel_Et]

Hi @Pmendelsohn, thank you for your posts.

We're sorry to hear about the problem you're having 😔

I can see you've spoken to the team since your latest post. Was this particular matter discussed and if so, what was advised?

Please pop back to us at your earliest convenience.

Thank you for your support @roy247 👍

Regards,
Daniel

[Pmendelsohn]

Hi Daniel

Yes I spoke to one of your team but unfortunately we got cut off towards what I think was the end of the call.  I have since logged into iPlayer, STV player, ITVX, My5, Channel 4, Netflix and Prime.  All seem to be working but only time will tell if they stay logged in. So fingers crossed. 🤞 

[Pmendelsohn]

Update. All Apps (ex Netflix) now logout.  Spent 45 minutes talking to your team and it has now been escalated to the back room team. Could take until 03/01/25 to resolve 🤞. 
it was suggested problem is using QR codes to login in and not entering passwords directly to Virgin system. But with some Apps, e.g. iPlayer this is not possible you can only authorise via phone or computer.  
nit impressed with Virgin 360 seems to be very unproven. Idea may be good but execution lousy. 

[Pmendelsohn]

Another update.

1. Got a call on morning of 27/11.  Agent took me through a software update and all seemed good - logged into all Apps and they seemed to remember they were logged in. 

2. That evening recorded a movie and started watching it about half way through. All was fine until the streaming of the movie finished.  At that point movie stopped playing and I got an error message (code CS2300 I think) saying problem try again later. After several tries restarted set top box and lo and behold the recording had vanished 😩!  Also the Apps seem to have logged out again 😩😩!!! 
Clearly Virgin 360 is not fit for purpose. 
The agent said if this didn’t work book a technician call out.  So that’s the next step. 

[Matthew_ML]

Thank you for the update Pmendelsohn and we are sorry to hear this still isn't working for you.

Please can you keep us updated on how this visit goes.  

[Pmendelsohn]

Update - A Virgin technician (Matthew) attended today.  He decided to replace the set top box.

When it started it came on as an old (pre 360) system.  Matthew explained this meant that the system must be logged on the  Virgin database as not being upgraded to 360, which was clearly wrong.

After speaking to his manager to get the database updated he had to then install another new set top box.  This loaded correctly and hopefully has solved the problem - time will tell if I stay logged into the Apps.

I am disappointed that none of the several call centre staff I spoke to noted this problem, as if they had I think a simple update of the database would have solved the problem.  

I think this shows poor call centre staff training and a lack of attention to detail.