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I have an issue with the Virgin TV Control app

If you’re still having trouble, read our troubleshooting tips below.

What operating system you using?

IOS

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

To use the app you need to sign in using your my Virgin Media username and password. If you haven’t already registered for My Virgin Media or have forgotten your details click here. Don’t forget your username is the email address you will have used when you registered for My Virgin Media.

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

  1. Tap Check again for boxes to rescan the wireless network your iPad, iPhone or iPod Touch is connected to
  2. If this doesn’t work tap Don’t see the box? to be taken to the Help screens for Virgin TV Control

If your 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
  • 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

If your iPad, iPhone or iPod Touch still can't find the TiVo box

  1. If your iPad, iPhone or iPod Touch still can't find the TiVo box, restart your wireless equipment by unplugging it from the power socket. Wait 30 seconds then plug it back in. Once the hub restarts and your iPad, iPhone or iPod Touch has reconnected to it, try to locate and connect it to the Virgin TV box again
  2. Try restarting the Virgin TV box. To do this, press and hold the Standby button until the lights on the front of the box flash. When it has restarted, reconnect it to your Virgin TV Control app again
  3. You can also check that Network Remote Control is enabled on the Virgin TV box. Press Home on the remote, then go to Help & Settings > Settings > Network Remote Control. If there isn’t a tick next to it then choose Allow network-based remote controls and press the green thumbs-up buttons three times on the remote

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
  2. Tap OK to re-scan your wireless network for Virgin TV boxes
  3. 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
  4. 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
  5. 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 Virgin 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

If your TV Control app doesn’t respond or can’t find the Virgin TV boxes after you have rebooted the Hub, you may need to restart it. To do this:

  1. Minimise the app by tapping the Home button on your iPad, iPhone or iPod Touch
  2. Quickly press Home again twice and you should see a carousel of your open apps
  3. Swipe the TV Control app upwards to close it down
  4. Close the app carousel by tapping Home
  5. Open the Virgin TV Control app again by tapping its icon on the home screen

When you close or minimise an app on your iPad, iPhone or iPod Touch to do something else, it doesn’t switch the app off – it goes into standby.

If you lose access to the Internet from your home network your iPad, iPhone or iPod Touch may still be able to connect to any Virgin TV boxes you have set up via the Hub, but it won't display images for shows. If this continues to happen you can:

  • Confirm that the Hub and modem are working
  • Check that other devices connected to the Hub have a working Internet connection
  • Check that your iPad, iPhone or iPod Touch is not in Airplane Mode
  • Restart the app
  • Reboot the Hub
  • Reboot your iPad, iPhone or iPod Touch by holding down the Home and Standby buttons at the same time until the Apple logo is shown

First, make sure both the Virgin TV V6 or TiVo box you’re trying to control, and your iPad, iPhone or iPod Touch are connected to the Hub and that the Hub has a working broadband connection.

If that doesn’t work then try checking that the Network Remote Control setting is enabled on your Virgin TV V6 or TiVo box. To do this:

  1. Press Home on the remote, then go to Help & Settings > Settings > Network Remote Control
  2. Choose Allow network-based remote controls then follow the onscreen instructions

For further help, check Using Virgin TV Control as a remote control.

If you’ve lost your iPad, iPhone or iPod Touch, then we recommending changing your My Virgin Media password, as the app will stay signed in for Virgin TV management until you do.

Android

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

To use the app you need to sign in using your my Virgin Media username and password. If you haven’t already registered for My Virgin Media or have forgotten your details click here. Don’t forget your username is the email address you will have used when you registered for My Virgin Media.

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
  2. 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

If your Android phone or tablet still can't find the Virgin TV box;

  1. Restart your wireless equipment by unplugging it from the power socket. Wait 30 seconds then plug it back in. Once the Hub restarts and your iPad, iPhone or iPod Touch has reconnected to it, try to locate and connect it to the Virgin TV box again
  2. Try restarting the Virgin TV box. To do this, press and hold the Standby button until the lights on the front of the box flash. When it has restarted, reconnect it to your Virgin TV Control app again
  3. You can also check that Network Remote Control is enabled on the Virgin TV box. Press Home on the remote, then go to Help & Settings > Settings > Network Remote Control. If there isn’t a tick next to it then choose Allow network-based remote controls and press the green thumbs-up buttons three times on the remote

If your Android phone or tablet 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 Android tablet or phone
  2. Tap OK to re-scan your wireless network for Virgin TV boxes
  3. 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
  4. 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
  5. 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 Virgin 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 Android tablet or phone

If your Virgin TV Control app doesn’t respond or can’t find the Virgin TV boxes after you have rebooted the Hub, you may need to restart it. To do this: To restart an application on Android:

  1. Go to the device's Settings menu
  2. Select Applications
  3. Find the Virgin TV Control app in the list then select it
  4. Select Force Stop
  5. Next, re-open the application

Open the Virgin TV Control app again by tapping its icon on the home screen.

Location of the app and buttons can vary by Android device and version.

So you know, when you close or minimise an app on your Android device to do something else, it doesn’t switch the app off – it goes into standby.

If the Hub loses its internet connection your Android tablet or phone can still connect to any Virgin boxes you have set up, but it won't display images for shows. If this continues to happen you can:

  • Confirm that the Hub and modem are working
  • Check that other devices connected to the Hub have a working Internet connection
  • Check that your Android Tablet or phone is not in Flight Mode
  • Restart the app
  • Reboot the Hub
  • Restart your handheld device

First, make sure your Android phone or tablet is connected to the Hub and the Hub has a working broadband connection.

If that doesn’t work then try checking that the Network Remote Control setting is enabled on the Virgin TV box. To do this:

  1. Press Home on the remote, then go to Help & Settings > Settings > Network Remote Control
  2. Choose Allow network-based remote controls then follow the onscreen instructions

For further help, check Using Virgin TV Control as a remote control.

Has your Android tablet been switched off or run out of battery recently? This could affect the time or date it’s now showing, you may need to reset it to the right time for the TV listings to work properly.

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

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