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On demand loses connection

On demand connection constantly breaks. Have been on hold to virgin for an hour when they cut me off! Have rang constantly for last few months but keep getting fobbed off with reboots that don’t work and being told network connections in my area are being resolved. Clearly not working. Can someone in Virgin get back to me? 

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Re: On demand loses connection

Do you have a TiVo or a V6? if you're not sure, check here 

The boxes connect to the internet (for OnDemand services) differently.

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Re: On demand loses connection

It’s a TiVo 

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Re: On demand loses connection

Ok, the TiVo's internet connection (for OnDemand) is inbuilt down the same cable as your TV signals.

On the front-left of your box are a series of green lights, the second-from left indicates the status of your TiVo's internet and should be solidly on. Is it?

Alternatively, follow Home > Help & Settings > Settings > Network when you have problems, and does it report "Connected" in the top-right?

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Re: On demand loses connection

The light flashes when it loses connection; it is only when the light stays solidly green again that I can reconnect. This happens frequently while I am using any on demand service. 

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Re: On demand loses connection

Your box is faulty, or there's an area fault. I would suspect the box, but all the same.

Call V/M and report your fault, but it may help to make a specific mention of the flashing green light on the front to prod the faults agent in the right direction.

Your other option, and it relies on you having had your current package for a while and also taking VM Broadband... take a look over current packages as to whether there might be a more cost-effective bundle for you, and try to negotiate a box-swap to the V6 into the bargain.

The newer box is much quicker in general operation and also has 6 recording tuners rather than the TiVo's 3. But it does need a separate connection to the internet via your VM homehub.

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Re: On demand loses connection

Thanks for the advice : I keep trying to ring them but it’s virtually impossible to get through. I was on hold for an hour today before they cut me off. Pretty shoddy service really. 

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Re: On demand loses connection

Hi there @AlSmth

 

Welcome back to our Community - sorry that you had some issues with your OnDemand and your TV connection. I have located your account via your forum information and I can see that you have since been in touch and we have arranged a new box to be sent.

 

Please do let us know how things go and if you need any further help once it's all installed and active. 

 

Cheers

Katie - Forum Team


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