Changing to Virgin 360 and Netflix App not working - also other Apps constantly needing to be signed in

[MickLee]

Good Morning.

Hopefully someone out there on the Virgin Media Team can help me as I’m going round in circles here when I phone through to Virgin !!!!!!!!!!

After having real problems with my last 18 month contract - so many issues - I foolishly set up a new contract recently ( had got to the point despite being a Virgin customer for about 25 years of seriously considering changing my provider) and as part of this was talked into upgrading my TiVo box to a Virgin 360 system. Once again from the outset there has been problems with lack of understanding at the Call Centre end ( it’s almost a waste of time contacting them unless it’s absolutely straightforward) with problems cropping up, call backs promised that never take place, complaints being shut down with no proper solution, supposed contacts from the complaint team that have never taken place, complaints being left open with no action seemingly taking place other than “ someone will be in touch”……………!!!!

When finally I got through someone who actually seemed to know what they were doing to resolve the issues and the billing problems I’ve incurred I now find :-

1. The Netflix App problem I had since getting 360 continues to recur - error message CS2600 - leaving the App unusable and seemingly impacting on other Apps ( Prime, Disney etc) + having to continually sign in on some Apps ( BBC iPlayer, ITV X, Channel 4 etc. If I reboot the systems things work for a short while but then they simply comeback. Constantly rebooting driving me potty !!!

2. I’ve just received my next bill notification which should have been totally cleared by credits given for all the bad customer service and faults and it still shows £2.92 being due for payment !!!! The amount here being small but the principle, after all this messing about, being huge to me as a customer. I seem to spend half my life trying to get Virgin to provide the system I’ve agreed to pay for.

As said above I’m now at the end of my tether with the whole thing and would hope I get a personal contact here with someone who knows their job correctly and can resolve things without me dreading getting the next incorrect contact from Virgin, having again to contact Virgin or switching things on and finding I’ve got to reboot everything for the umpteenth time and even then having to re-sign into all of my Apps.

Help !!!!!!!!!!!!!!!!!!! (Please that is 🙏🙏🙏🙏🤦🤦🤦🤦).

Mick

[jamesredfern · Accepted solution]

I had these exact same symptoms around a year ago.   Would start with apps signing out, losing the icons on the epg and all recordings being deleted.  Rebooting the box would fix it for a random amount of time, sometimes hours sometimes days, sometimes weeks.  Id even thought of having an smart plug reboot the box at night via an alexa routine but started getting Hard drive errors before trying.  Box was replaced and never had the issue since. So im guessing these are early signs of box failure.

[Megan_L]

Hi MickLee,

Thanks for using the Community Forums to get this issue with your 360 Box looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

I have already tried to check for any issues on my side, however it seems like your box(s) might be off or on standby. Please could you turn them on and let us know so we can do some diagnostic tests? 🙂

Could you also tell me the answers to these questions please - 

• How is your box connected to the Hub?
• Have you tried a factory reset of your Box yet? (the reset that allows you to keep recordings, but resets all the other data on the hard drive) 
• I have a link here that will help with TV Errors and What They Mean, please take a look and let us know whether this helps. 
• Here's another link that is help with faults specifically on the 360 Boxes, again, let us know if this helps. 

Thanks,

Megan_L

[MickLee]

Hi Megan.

Firstly thank you for picking this up - appreciated. Box was in standby and is now on.

The answers you require are as follows:-

1. I believe the connection is via Wi-Fi - This was the old TiVo box that got updated to 360 - the only new kit we got was 2 new remote controls. There is a 2nd box in the Conservatory and Netflix is working on it although with some of the Apps I’m being requested to sign in ( eg iPlayer).

2. Haven’t tried a factory reset.

After numerous reboots Netflix was working again but have just tried it and it’s gone back to not working - I’m getting the App not accessible message with a code of CS2400.

Will look at the other info in due course rather than complicate anything else you attempt to do to sort.

Regards

Mick

[Megan_L]

Thanks Mick, 

That information helped a lot actually, I managed to take a look at your box's stats, both of them seem to be fine from a hardware standpoint - power levels are in spec and nothing noted around the connections. 

However, this does mean that from what you've described there may be a software issue with your box which needs to be looked into by a second line team. 

They may need to contact you in order to get it investigated - Possibly to ask you to run some tasks on your box etc - So I'll send you a private message now so I can gather your contact information 🙂

Thanks,

Speak soon!

Megan_L

[Megan_L]

Thanks for chatting with me in our private messages MickLee 🙂

I've sent off the ticket to the specialised team, please give them a few days to investigate and contact you if they need to. 

Give us an update whenever you can 😁

Thanks,

Megan_L