V6 boxes not playing shows from each other

[sorethumbs]

As many know. If you have two V6 boxes you can play recorded shows on the 'other' box. 

Usually fine but now I'm getting a message on on that 'you cannot play shows from the other box as it isn't in your Virgin media account'. Call virgin to combine the boxes into one account. 

The other box isn't connecting to the first box. It's sees it but just won't connect. It's not a network issue

I've been on the telephone to support for ages. Firstly having to explain this feature as the technician wasn't aware this could be done and said 'oh really'. Didn't fill me with confidence. Does anyone know what I can do to resolve this 

[japitts]

Strictly speaking, the 2 V6 don't connect to each other but to your home-hub which acts as an intermediary. So do both boxes have a working hub connection? Prove it by using OnDemand from each box independently.

Is the error also consistent in both directions?

[sorethumbs]

Upstairs box. Plays iPlayer fine but 'Cant connect to living room box. Could not be found' 

Downstairs box sees upstairs box but says that box is not in your account. Call virgin

??

[japitts]

So can both V6 use OnDemand services independently? Put the multi-room streaming aside for a moment and prove each box separately. So that it's not using an app, try using C5 or Sky programmes if possible.

Also check in the network connections screen (Home > Help & Settings > Settings > Network) that they are both successfully connecting, in the left-hand-panel.

Once both boxes are proven independently, eliminate a gremlin by restarting each box in turn. Home > Help & Settings > Clear or restart > Restart my TiVo

[sorethumbs]

Yes both boxes have been restarted in turn. Been in to both and connected to the virgin service in settings which was successful. 

Both can access iPlayer. I remove ethernet from both and both then stop playing iPlayer. 

As soon as I remove the network cable 'upstairs' immediately disappears from the downstairs list. Cable back in and it reappears. 

Downstairs says upstairs isn't in my account

Upstairs won't connect at all to downstairs but does recognise that it's there by name. 

So I'm left thinking downstairs is in my account in essence. And won't connect to upstairs as it thinks it's an impostor! 

[sorethumbs]

Does anyone at virgin have the ability to look on my account and see why my two V6 boxes are appearing to not be on the same account?

[japitts]

VM staff do respond on these fora, but it's not a real-time facility and is primarily a user-community.

Leaving threads for a couple of days, should get the post to the top of the staff queue.

[Reece_MH]

Hi sorethumbs 👋

Thanks for posting, and a warm welcome back to the Forums.

I'm sorry to hear you're experiencing issues with your TV services. I'm going to send you a private message, so we can investigate further, please look out for my message in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

Thanks,

[sorethumbs]

Issue is back again. 

Upstairs box says error C423

Downstairs box says 'upstairs' box is there but not in my account so can't connect

[John_GS]

Good morning @sorethumbs Sorry to hear the issue returned over the weekend.

Have you tried the steps listed here - https://www.virginmedia.com/help/virgin-tv-error-codes/c423

Best wishes.