Why is the Virgin TV Control app not working?


Let’s take a look as some of the most common problems you might come across on your Virgin TV Control app and how to solve them.

I can't sign in to the TV Control app

If you’ve recently had your Virgin Media TV box installed, it can take up to 24 hours for your account to become active.

TV control can't find any Virgin TV boxes

If Virgin TV Control can’t find any Virgin TV boxes on your home network you’ll see this message: We could not find any boxes on this WiFi network.


  1. Tap Check again for boxes to rescan the wireless network your Android phone or tablet is connected to

  1. If this doesn’t work tap Don’t see the box? to be taken to the Help screens for Virgin TV Control

If Virgin TV Control app is still having trouble finding the Virgin TV box there are a few things you can do:

  • If you've got a Virgin TV V6 box, make sure the standby settings are set to Connected Low Power or Always On, otherwise Virgin TV Control can't see the Virgin TV V6 box. See Standby Settings on the Virgin TV box for details on how to check and change your standby settings.
  • Make sure the Virgin TV box is connected to the same home network that your Android phone or tablet connects to:
  • If using a wired connection check the Ethernet cable is properly connected to the Virgin TV box and your Home network, router or Powerline adaptor.
  • Press Home on the remote control, and then Help & Settings > Settings > Network, where you’ll see your IP address listed as IP Addr. Your IP address should start with 192.168. If the Virgin TV box isn't connected to your home network you’ll see a default IP address starting with 169

Why has Virgin TV Control App lost connection to the Virgin TV Box

Virgin tv control app not connecting? If your iPad, iPhone or iPod Touch loses its connection to the Virgin TV box when you move between menus or refresh a screen, you’ll see a message saying Lost Connection.


  1. Check that WiFi is enabled on your iPad, iPhone or iPod Touch

  1. Tap OK to re-scan your wireless network for Virgin TV boxes

  1. If you see Box cannot be found tap OK to re-scan for boxes again. When Virgin TV Control finds a Virgin TV box you will see the Select the box screen

  1. If you've got a Virgin TV V6 box, make sure the standby settings are set to Connected Low Power or Always On, otherwise Virgin TV Control can't see the Virgin TV V6 box. See Standby Settings on the Virgin TV box for details on how to check and change your standby settings

  1. If you see Select the box but cannot connect Virgin TV Control to the box; or the box isn’t listed you need to check:

  • Cables connecting the Virgin TV box and router are secure

  • The Virgin TV box and your wireless router are powered up

  • If you have a Virg in TV V6 box, make sure the network light isn't showing on the front of the box

  • If you have a TiVo, make sure the Return Path light (the light under the heart to the left on the front is on and not flashing.

It can take a few minutes for the TV Control app and the Virgin TV box to reconnect when the network connection returns.


If the Hub loses its Internet connection and can’t connect to any Virgin TV boxes – due to loss of power, for example – a message will be displayed on screen. This will indicate that there is a problem with the Hub. Tap Try Again and your handheld device will rescan for an Internet connection. If you continue to see this message:

  • Check that the Hub is turned on
  • Check other devices that are connected to the Hub still have an Internet connection
  • Restart the Virgin TV Control app
  • Reboot the Hub or Hub
  • Reboot the iPad, iPhone or iPod Touch by holding down the Home and Standby buttons at the same time until the silver Apple icon is displayed

Why is my Virgin TV box control not working

TV listings on my phone or tablet are showing the wrong time

What happens if I lose or change Ipad, Iphone or Ipod touch?

If you’ve lost your iPad, iPhone or iPod Touch, then we recommend changing your My Virgin Media password, as the app will stay signed in for Virgin TV management until you do. You can do this by signing into your My Virgin Media account


If you’ve lost your Android phone or tablet, then we recommend changing your My Virgin Media password as the app will stay signed in for Virgin TV management until you do.

Has this helped?