No Subscribed Channels

[brennc63]

Hi everyone,

Was ringing virgin about slow internet speeds and they told me an upgrade TV box was available which I got the 360 box (had been horizon). I soon realised I could not record bbc or RTE on this new box so rang to move back. They said it would happen in 24hrs and it didn't. Rang again - same result. Had a technician out to check internet and he gave me a new horizon box and they were doing it again and it would work in 20minutes - still not working.

It says on any channel I go to I am unsubcribed. Everytime I call they say it will be fixed in a time frame but it never is!

Any advice or help would be greatly appreciated.

Thanks in advance for any responses.

[brennc63]

Hi Steven,

Did you get this sorted having the exact same issue?

Any help would be appreciated!!

[brennc63]

Hi Steven, Did you get this sorted having the exact same issue? Any help would be appreciated!!

[japitts]

Rather than creating one new post in the "chatter & natter" section, and adding to two existing threads in the V6 section, it's far better to start one single post - and keep to that one. It's now been tidied up for you, and your threads combined in the same place. You mention having converted to TV360 so your thread has been put there.

Can you explain from the start, I presume you had a V6 and reported a fault to VM, which resulted in a tech visit and a conversion to TV360 being offered? Can you fill in some of the gaps here, specifically what the original issue was - and what the tech advised by means of resolution?

Did your replacement TV360 work before the tech left your home? Did he explain that TV360 is a completely different TV platform to the V6 one that you had?

[roy247]

Hi brennc63,

Are you in Ireland by any chance, this forum might not be able to help you will need to contact Virgin Ireland.

Virgin Ireland called their boxes Horizon and as far as I know RTE isn't a broadcast channel that you can record in the UK.

Can you post a picture of the box you have.

[newapollo]

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@brennc63 wrote:

Hi everyone,

Was ringing virgin about slow internet speeds and they told me an upgrade TV box was available which I got the 360 box (had been horizon). I soon realised I could not record bbc or RTE on this new box so rang to move back. They said it would happen in 24hrs and it didn't. Rang again - same result. Had a technician out to check internet and he gave me a new horizon box and they were doing it again and it would work in 20minutes - still not working.

It says on any channel I go to I am unsubcribed. Everytime I call they say it will be fixed in a time frame but it never is!

Any advice or help would be greatly appreciated.

Thanks in advance for any responses.

---

Do you have  Error 100:70 ? This usually displayed during initial setup when the box has not yet received its entitlement for Live TV and normally resolves within a few minutes. Since you've just changed boxes it's possible that the codes have been applied to the wrong (old) box. 

It looks like you are based in Ireland (virgin.ie)

These forums are for Virgin UK and we don't get RTE, so the help we can offer may not be suitable for you.

What is the actual error code that you see?  For example here in UK the codes follow the format CS2004,  CS1001 but in Ireland I  don't think they have the CS prefix.   There's a list of Irish error codes <here> 

Can you record any channels at all, or is it just BBC and RTE that won't record?

Which actual box do you have?  Is it the main 360 box, or a mini 360 box?  Or is it the Stream box?

Only the main 360 box has recording facilities.  The mini 360 and Stream boxes don't have recording facilities. If you only have a mini 360 box then it needs swapping out for a main 360 box.

360_box_and_mini_boxstream box and remote

[japitts]

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@roy247 wrote:

Are you in Ireland by any chance, this forum might not be able to help you will need to contact Virgin Ireland.

Virgin Ireland called their boxes Horizon and as far as I know RTE isn't a broadcast channel that you can record in the UK.

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The thought crossed my mind @roy247 but I think RTE is available to Northern Ireland customers of VM-UK.

[Roger_Gooner]

My suspicion is that the virtual smart card, which contains the necessary information for accessing channels, needs to be downloaded and activated on the new Horizon box.

[Kath_P]

Hi brennc63,

Thanks for your post and a big welcome to the Community. It's great having you on board with us. ✨

We'd love to take a look in to things but have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm some information with you in order for us to proceed with checks. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[nodrogd]

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@japitts wrote:

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@roy247 wrote:

Are you in Ireland by any chance, this forum might not be able to help you will need to contact Virgin Ireland.

Virgin Ireland called their boxes Horizon and as far as I know RTE isn't a broadcast channel that you can record in the UK.

---

The thought crossed my mind @roy247 but I think RTE is available to Northern Ireland customers of VM-UK.

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Correct. VM UK NI customers get RTE1 & 2 HD & also TG4. There are no restrictions except on some sports content where rights conflict with UK broadcasters.