V 6 Box says it is not connected to internet

[MitchyMoo]

message says my TiVo boxes are not connected to the internet, everything else is fine it states error codes NW- 1 -19 and C230

I have rebooted router and restarted system no difference

[japitts]

Are you asking about TiVo boxes or V6? The two differ with their connectivity, I will assume you're asking about V6. Check on this page if you're not sure.

How is your V6 connected to your homehub, it is that which provides the internet connection.

Follow Home > Help & Settings > Settings > Network, is an IP address shown in the top-right and a recent connection success shown on the LHS?

[SpacePhoenix]

If it's a V6 are they connecting via WiFi or Ethernet?

[MitchyMoo]

only one box affected the oldest, so engineer attending

[japitts]

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@MitchyMoo wrote:
only one box affected the oldest

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What does this mean?

If you're saying that a TiVo is affected by this error, there's a strong chance it's faulty and will need replacing with a V6

If you're saying that a V6 is affected, there's a high likelihood this can be resolved by self-help without needing a tech.

[Matthew_ML]

Hey MitchyMoo, thank you for reaching out and I am sorry to see you are having some issues with your V6 box.

I can see you have been in contact with the team since this post, did they manage to get this resolved for you at all? Thanks 

[MitchyMoo]

Hi Matt

I think it is the connection at the box in the wall that is the issue it is over 30 years old!!! Engineer is attending and booked for today lets see if he turns up!!!

[Adri_G]

Hey MitchyMoo, thanks for this reply and your update.

Glad to hear we had an engineer visiting on Thursday, has this sorted the issue with the TV box not connecting?

From what we found on our systems it seems that this appointment was completed on the date so please do let us know in case you need more help or we'd just love to know it's fixed.
Cheers

[MitchyMoo]

Yes it is fixed Engineer attended , great guy as all your engineers are who I have dealt with. I needed to relink the older V6 Box back with the internet by adding the password in from the router, to be fair if I could speak to a person on the end of a phone who could have talked me or my wife through the process I think this would be useful, but as most people you speak to when you call and you can get someone, English is not the first language so there are barriers especially if you have an accent, not below the age of 30 and not tech savy. I thought I was very lucky to be able to get a visit by an engineer through the process of trying on line to get a soft fix, that was easy, but that was met with some surprise to be honest. Virgin are good at selling not so good with customer care, but your engineers are amazing.