Security error when accessing apps on V6 box.

[AHope90]

I know this error was happening a lot earlier this year, but it's been going on with us for the last 2 weeks. 

We get an error message saying 'security error certificate not trusted' when trying to access any of the apps (except Netflix). 

I have spoken to someone via chat and phone and they don't know how to fix it. Rebooting doesn't work and didn't work for others when this was happening before. It seems to be some kind of update VM need to do their end, but it seems impossible to alert the right team to the problem. 

[Akua_A]

Can you let us know what happens when you click proceed anyway? Does the error code persist?

[DanSko]

I have the same error. Akua this is a holding website error on your server, we have no way of clicking proceed, it's down to VM to solve and I would suggest it's done quick because I am paying for a service which I cannot use

[Sabrina_B]

Thanks for the update on this @DanSko could you please give us a screenshot or an image of this. Other than rebooting what else have you tried, have you looked over the security certificates to ensure they are validated and updated?

 

[DanSko]

Same image as AHope90 added. I have tried rebooting. How would I look over the security certificates?!!??

This is a VM issue, no one who has this error can, as Akua suggested click the proceed anyway. Sorry but im unsure if ive made myself clear, THIS IS A VM ISSUE with your server.

I have an engineer booked to come look this Friday and if I understand correctly they cannot do anything I will continue to book an engineer weekly until I get my full service resumed. I will of course require a discount on my bill as many others will

[Sabrina_B]

Hi @DanSko 👋.

Thanks for the update, can you please click proceed and see if this corrects the issue.

 

[DanSko]

Sorry but I am confused what you dont understand about my previous few messages????? As the message sent to Akua...............

I have the same error. Akua this is a holding website error on your server, we have no way of clicking proceed, it's down to VM to solve and I would suggest it's done quick because I am paying for a service which I cannot use

Its a holding page on your server and no one can press proceed apart from VM, if you dont understand this you need to get an IT specialist to look at it

[roy247]

I assume your TV is connected to the hub what happens if you try to access iPlayer and any other apps using the TV.

I know you you were asked to reboot the TV box were you also asked to reboot the hub, is it definitely a V6 box,  you can check here just to confirm your box for the correct help.

[David_Bn]

Thanks for coming back to us @DanSko, can you please confirm the answers to the questions posted by @roy247, to keep us updated with any progress made on resolving this issue with our team.

Thanks,

David_Bn

[DanSko]

@roy247 I have the V6 box as previously stated, I did all the checks weeks ago, I rebooted both boxes and still nothing happened.

I will for the 3rd time note that this is not an issue of any of my equipment, I will also say again it was a virgin server issue.

Progress made is that I have not done anything further, yet by complete magic the error has gone. I think it may be because VM IT guys have sorted the server issues

Due to the issue of not having certain channels for weeks, I will now give customer service a call to understand what by means of compensation I will get