TROUBLESHOOTING

We all need a helping hand every now and again. Here’s how you can fix pesky problems with your service, fast.

If you’ve just had your TiVo box installed, it can take up to 24 hours to pop up on our systems. Sit tight and try again the next day.

There are over 110 live channels and thousands of hours of On Demand shows to watch anywhere in the UK with WiFi. You won’t be able to watch them with 3G or 4G. You can watch any channel that has the WiFi streaming symbol next to it. If you use the app when connected to 3G or 4G, you won’t see any streaming symbols next to the channels. Likewise if your WiFi drops out, the streaming symbols will disappear. When you connect to WiFi the streaming symbols will reappear.

The streaming symbols may also not appear if your device has been listed as a ‘Manage TiVo Only’ device. You can find out which devices this applies to here

Don’t forget, your box and Hub need to be connected. If they’re in the same room, they are normally connected with an Ethernet cable (this is normally supplied and fitted by us – it’s the yellow cable that connects your box and Hub). If they’re in different rooms, they can be connected by a Powerline kit or a smart TV adapter.

Here are some more common trouble-shooting tips.

1. MAKE SURE THAT WIFI IS ENABLED ON YOUR IPHONE, IPAD OR IPOD TOUCH.

Open your settings and check that you are connected to your home network, rather than 3G or 4G. That should do the trick!

2. ENSURE YOUR TIVO BOX IS CONNECTED TO YOUR HOME NETWORK

TIVO IN THE SAME ROOM AS YOUR HUB

You can connect TiVo to the Hub using an Ethernet cable. Do this by plugging one end into the Ethernet socket on the back of your TiVo box and the other end into the back of your Hub.

TIVO IN ANOTHER ROOM TO YOUR HUB

We recommend using a Powerline Adaptor so your home's electrical wiring can send the signals between your TiVo box and Hub. That way you won't need to trip over extra cables going through your home..

See here for help on how to do this

3. SCAN AGAIN

If you're still seeing a message like:

• We could not find any TiVo boxes on this Wi-Fi network - on your iPad

• No compatible Boxes found - on iPhone or iPod touch

Here’s what to do. Tap the Remote Control icon or the Watch now > Watch on TV button, and then tap on the Connect button, your app will scan your home network for connected TiVo boxes. Sometimes it takes a few minutes for the TiVo box to connect to your network.

4. CHECK NETWORK REMOTE CONTROL IS ENABLED

You need to check if your TiVo box is set to accept commands from your Virgin TV Anywhere app. To do this, get your TiVo remote and go to Home > Help & Settings > Settings > Network Remote Control, then choose Allow network-based remote controls. If asked for a PIN, the default is 1234

5. RESTART YOUR HUB

If your iPad, iPhone or iPod touch still can't find your TiVo box, then restart your Hub by unplugging it, wait 30 seconds then plug it back in. Once your Hub restarts and your iPad, iPhone or iPod touch has reconnected to it, try to locate and connect your iPad, iPhone or iPod touch to your TiVo box again.

6. RESTART YOUR TIVO BOX.

To do this, press and hold the Standby button until the lights on the front of your box flash. When it has restarted, try to reconnect it to your Virgin TV Anywhere app.

7. RESTART THE VIRGIN TV ANYWHERE APP

If your Virgin TV Anywhere app doesn't respond or can't find your TiVo boxes if you have rebooted your Hub or router, you may need to 'quit' the app and re-start it:

• minimise the app by tapping Home once
• quickly press Home again twice and you will see the device Multi-task Bar at the bottom of the screen
• press and hold the Virgin TV Anywhere icon until all the icons shake, and the delete symbol shows on the top left corner of each icon
• tap Delete and the app will close
• close the Multi-task bar by tapping Home twice
• now open the Virgin TV Anywhere app again by tapping on the icon on the home screen

Only use Delete to restart an app when the Multi-task bar is showing or you may completely remove it from the device and need to re-install it.

8. RESTART YOUR IPOD, IPHONE OR IPAD

Restart your iPod touch, iPhone or iPad by holding down the home and standby keys at the same time until the Silver Apple icon appears.

9. CHECK OUR FORUMS

If you've tried all of these steps, you could pop over to our forum and join in the conversation there? There are many clever members and someone usually knows the answer! Or check out our help site.

Your TiVo box needs to be switched on in order for the app to see your TiVo box.

If your TiVo box is turned on, then there might be another issue. If you contact us we should be able to rectify this.

Your app will tell you if you’ve lost your Network Connection.

If you’re at home and the app shows the message Lost Connection or Box Not Responding when you move between menus or refresh a screen, press OK to re-scan your home network for TiVo boxes.

If you see Box cannot be found, tap Connect to re-scan for boxes again. When Virgin TV Anywhere finds a TiVo box you will see the Select your box screen.

If you see the ‘Select your box’ screen but cannot connect Virgin TV Anywhere to your box, or your box isn't listed, or if Virgin TV Anywhere can't find a TiVo box, you need to check:

• cables connecting the TiVo box and router are secure
• the TiVo box and your Hub are powered up
• the Return Path light is solid - this is under the heart to the left on the front of the TiVo box
• if you have a V6 box, the light on the front of the box should be on and white

It can take a few minutes for the Virgin TV Anywhere app and your TiVo Box to reconnect when the network connection returns.

If you continue to see error messages, try these troubleshooting tips:

• check other devices that are connected to the router still have an Internet connection
• reboot the Hub and restart the Virgin TV Anywhere app
• reboot the iPad, iPhone or iPod by holding down the home and standby keys at the same time until the Silver Apple icon is displayed

For more help with your home network, see our How do I troubleshoot my wireless connection? article.

If the Hub loses its internet connection, your iPad, iPhone or iPod touch can still connect to any TiVo boxes you have set up via your home network, but it won't be able to display the images for shows on your app.

Your username is the email address you will have used when you registered for My Virgin Media. If you haven’t already registered for My Virgin Media or have forgotten your details, you can get help here.

If you can't see a free device slot after you delete a device, try logging out and in again or go back to TV Anywhere, and try to watch TV. You'll be taken back to the device registration page where a free slot should appear. Be careful when deleting devices that you delete the correct one, as deleting and re-registering the same device does use up your allowed monthly device change.

You may see a streaming error message if you are trying to stream or download a recording to two devices at the same time. If this occurs, you will only be able to download or stream to one device at a time.

Sometimes when downloading a recording, your V6 box may restart. You will need to wait for your box to reboot and will need to restart or continue your download

If you have recently watched an On Demand programme, it may take up to 30 minutes for it to appear in the Continue Watching tab

If you see a low power error message when using TV Anywhere, follow the instructions here to turn this feature off on your box.

This can happen when attempting to stream on a network that blocks access to the non-standard ports that our license server uses. This can happen on corporate networks where security restrictions have been put in place. You may need to talk to your network administrator or IT department to see if these restrictions can be removed.

You may need to reset your device to the right time for the TV listings to work properly.

For more help on TV Anywhere, visit our Help site

This can happen when you have disabled cookies on your iPad, iPhone or iPod touch. To rectify this, try going to Settings > Safari > Block Cookies, and then set it to either "Never" or "From third parties and advertisers". You will not be able to register a device to watch TV if "Block Cookies" is set to "Always".

If you have attempted to sign in several times and have multiple device registration pages open, close these pages on your browser and try again.

Use your TiVo remote to go to Home > Help & Settings > Settings > Network Remote Control. Choose "Allow network-based remote controls", press 'OK', and then press the green thumb button three times on your TiVo remote.