Tivo box offline

[alexdc12]

Hi

I haven't used my tivo box for sometime due to logistical setup problems, needed a hdmi switch so just used app on fire stick instead. However I now have a new TV which permits me to use my box again however it says channels are not authorised. My account is in good stead and I believe it's as it's been disconnected for greater than 30 days it's been disabled .

How do I get this rectified? 

Thanks

[japitts]

You should contact VM on 0345 4541111 or 150 from a VM landline, have the box S/N to hand.

Forum staff may be able to resolve it via this forum if you wait a few days, but I'm not 100% on that

[alexdc12]

Any forum staff able to help or am I gonna need to go through the hassle of calling support? 

[japitts]

Staff work through posts oldest-first, attempting to bump a post likely has the opposite effect.

If you want immediate support, you are best off calling in.

[John_GS]

Hi @alexdc12 

Thanks for posting and welcome back to the community.

Are you able to factory reset the box then connect it to the internet via Ethernet cable to see if this works? I've tried this before in a similar situation and it fixed it 🙂

Keep me posted.

[alexdc12]

Hi John

I already tri d that and whilst it downloaded my account and config none of the channels play, say channel not authorised 

[japitts]

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@John_GS wrote:

Are you able to factory reset the box then connect it to the internet via Ethernet cable to see if this works

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Be very aware of the "clear & delete all" option, this should not be used otherwise your box will enter the boot loop.

https://community.virginmedia.com/t5/Virgin-TV-V6/Known-Issue-Clear-and-Reset-Function-V6/td-p/51613... 

[SpacePhoenix]

Has the box been switched off? It might have been deactivated, if so it should just need to be reactivated. I don't have the phone number to hand for activating a box.

[Megan_L]

Hi Alexdc12,

Thanks for posting this on our Community Forums, I am sorry your TV Box is no longer working after not using it for a long time. 

Your TV service will still be active on our side - Unless you've called us previously to cancel that part of your contract. 

I have a helpful link here - TV Issues - This will run through the basic checks and diagnostics that may resolve your issue. Please try going through the flows and let us know if it resolves the issue.

If you still need help after looking through this, then please get back in touch.

Thanks,

Megan

[nodrogd]

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@SpacePhoenix wrote:

Has the box been switched off? It might have been deactivated, if so it should just need to be reactivated. I don't have the phone number to hand for activating a box.

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The activation line only works on new boxes. CS need to manually re-provision the box to put it back on the network. If they can’t do that it will have to be replaced.