On demand service not working

[khls15995]

I'm glad I'm not the only one. My 'on demand' service doesn't work properly either. Not been for a while now. I'm basically paying for a service and not getting it. What's going on?? I have a V6 box.

[japitts]

I've moved your "me too" post to a new thread where we can look at your specific issues and hopefully give you some specific help.

So... with that in mind... can you explain what happens when you use OnDemand on your V6 - do you get any error codes or messages, for example? That might help ID what's going on.

Also - OnDemand uses the internet, which on a V6 comes via your homehub. So therefore how is your V6 connected to your homehub, is it Ethernet cable or wireless? That's something else that will feature in troubleshooting your issues.

[khls15995]

Thank you for getting back to me so soon.

When using or trying to use the OnDemand service, there is no error message. My services are all hooked up to the router. The V6 box is hooked up to the router via the fibreoptic cable. No ethernet involved. I start watching a programme via OnDemand and after the adds finish, the sound goes and the programme freezes then proceeds, freezes then proceeds etc. Hopefully this makes a little more sense.

Thank you.

[japitts]

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@khls15995 wrote:
My services are all hooked up to the router. The V6 box is hooked up to the router via the fibreoptic cable.

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Your V6 needs two connections. The co-ax cable provides live TV. Your router provides the internet for OnDemand etc - this will be either wireless or Ethernet (recommended). it sounds like you're wireless but you can check via Home > Help & Settings > Settings > Network and looking in the top-right.

Your symptoms sound like one of two things to me.. 

1: Flaky wireless causing an internet dropout. Check the signal strength in network connections as above.

2: HDCP issues with a 4K/UHD TV. Are you watching on 4K and/or Samsung TV?

[khls15995]

Sorry for taking this long to respond. I've quickly checked the cables at the back of the V6 received and there is one HDMI and one coaxial cable. Taking the steps you have given above, under the 'wireless connection details' I've realised I've only got 80% signal, oops! I don't know how that's happened.

[japitts]

80% should be sufficient for VoD to work, it might be worth checking the signal strength when you have problems and see if it's still at 80% or whether it's dropped.

Are you using a 4K/UHD TV?

[khls15995]

Thank for getting back so quickly. OK thanks also for the advise, I'll keep an eye. Not sure about the type telly, sorry where would I find that info?
Thanks again.

[Roger_Gooner]

Post the make and model of your TV, it will be on the invoice and should also be on a sticker on the back of the TV (see the example of my Philips 55OLED805).

[khls15995]

Thanks for taking the time to send this.
I ended up rebooting the V6 receiver and it seems to be ok now. I even watched a programme about Hampton Court Palace and the broadcast didn't freeze once. I hope I haven't spoken too soon!
Thanks again for your help.
Have a good week.

[khls15995]

Thank you for this.  So sorry I've only just seen this response.  I recently discovered if your 'on demand' service isn't working properly/not running smoothly, get out of it and reboot the set-top box by unplugging it.