Continual Netflix and catch up issues

[footes04]

We have continually had issues with accessing Netflix which has been going on for over 12 months. When  we had the issues a while ago Virgin said they would look into it. They got back to us to say the fault has been dealt with and service was restored. Within days it crashed and we are still unable to access netflix. Whilst experiencing this issue we have had issues with accessing  on demand /catch up resulting in everytime we use this service we have to reboot the box as we get 408 /600 codes. Please could you advise.

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[Kain_W]

Hi footes04,

Welcome back to the community.

Can I ask have you tried to log out of the App and tried again?

Let us know,

[japitts]

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@footes04 wrote:

Whilst experiencing this issue we have had issues with accessing  on demand /catch up resulting in everytime we use this service we have to reboot the box as we get 408 /600 codes

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All of these services use the internet, which begs the obvious question... how is your V6 connected to your homehub, this is how the online functionality works. Is it wired or wireless?

If it's WiFi, follow Home > Help & Settings > Settings > Network, and advise what the signal strength is shown, in the top-right corner.

[footes04]

Hi Kain_W

My appologies for the delay in getting back to you and thankyou for the reply. We have tried everything icluding contacting customer service help line and they were supposed to have sorted the issue with netflix and  after a day it crashed again as well as catch up not working. Asjapitts has stated I too thought it was a wifi issue but we are on the latest wifi speed and have the latest router. There were issues with the wifi prior to us upgrading but we have no issues now with any other devices within the house. The wifi connection is made through the wifi plugs provided with the router. These issues have been on going for numerous months and it seems a perminent fix is unavailable. I wouldnt mind but we are now going to have to cancel our netflix subscription as we have been the monthly fee for a service our tivo box is unable to provide.

Regards

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[Natalie_L]

Hi foores04, 

Thank you for getting back in touch. 

I have taken a look from our side and ran some checks on the equipment just to make sure nothing is flagging as being out of specification. I can confirm that everything is showing to be working with no error reported. 

You have mentioned you are connecting the set top box via WiFi plugs, are you able to connect the equipment directly to the Hub via Ethernet to test if this improves things? 

Thanks 

[footes04]

Hi Nat,

            Thanks for the reply I am away at present and not due back until the 22nd of this month. I will have to drill a small hole throught the adjoining wall to pass the cable through but will do that when I return and see if it resolves the issue. I am sorry to mess you around but hopefully will speak once I have done this on my return. 

Many thanks and appologies

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[footes04]

Hi Nat

          As you advised I have tried trying an ethernet cable and it has done nothing to eliviate the issue. The white wifi adapter connected is showing full green  on both adapters. We have no issue with wifi signal strength on our other devices ie: laptops, mobile phones. This has been ongoing for a while possibly 12 months and we have made numerous phone calls about the issues and as you can imagine we are quite frustrated with no resolution.

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[John_GS]

Hi @footes04

Thanks so much for trying that. I've tried to run further tests on the box now but not allowing me as says the box is turned off. Let me know when it's turned on and we'll run these 🙂

Best.

[footes04]

Hi John_GS,

                    The box is never switched off from the mains but it normally is used from about 3pm onwards.

Many thanks

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[John_GS]

Morning @footes04

Are you able to take it off eco mode for me? Or PM me when the box is turned on - I am in at 3pm today as well so can run tests 🙂

Best,