eldful elanah goldwynn
Glendora Starr
On Netflix (used to only happen on Netflix but recently this has happened a couple of times on Amazon Prime) on my V6 box (that was installed by a Virgin technician, directly connected to the cable, and has not been moved since installation), when starting a programme on Netflix (it matters not whether this is a film / series / documentary or whatever), it will usually run for about 30 seconds before resorting to the black screen of death!
Sometimes this screen will disappear and the TV splash screen will appear informing us their is no signal, do we want to turn on the Virgin box (every time this happens, the V6 box light is showing that the box is still on. We have to manually turn the box off and restart it, then go through the whole process of choosing the netflix app, then navigating to what we were watching and try again. Sometimes this will work the second time, sometimes this process needs to be repeated two or three times before the programme resumes).
Sometimes (I think this has happened twice), an error code splashes on the screen when we reach the TV splashscreen bit. Unfortunately this disappears so quickly I've never been able to copy down the error code.
As mentioned in original post, it happens EVERY time with Netflix. It has happened on a couple of occasions with Amazon (twice I believe), but has not happened with ANY other ondemand or streaming apps.
I received a call from 'Shriti' - number came up as 'Capgemini' on my phone. Shriti began the conversation stating there was an issue with my TV. I pointed out that the issue is with the box that Virgin supplied me.
Then we got round to the diagnostics - basically take the 3 cables from the back of the wifi router, wait 40 seconds, then attach them again. After this, do the same thing with the 'TV'. Now, being a normal person, I then removed the cables from the back of the television (whilst thinking to myself and trying to figure out what difference that was going to make to anything!).
Nothing happened and the wifi box just flashed green. After more conversing with Shriti, I figured out she was referring to the 360 box as the 'TV'!!! Talk about useless instructions. Anyway, those cables were removed and then replaced.
I am not convinced that my removing the cables and then plugging them in again has lost the internet connection, but Shriti is adamant that I am the most foolish person on the planet and clearly not able to plug some simple cables in, so it is all my fault!
The end result - over an hour on the phone to Virgin, including a redirect to one of the manager's - and we've gone from having an issue with Netflix, to no internet connection, no internet TV and no ability to carry out my work from home!
This forum is not a real-time support service, but if you have a loss of home broadband, drop a new post into the internet section - -set-up-and/bd-p/Setup - others more familiar with that equipment may well give some help sooner than it takes VM to respond on here.
Feel free to add photos in that new post, of the cables that have been removed and the ports on your router that are empty - that may well assist. Or if you have working broadband but no connectivity on your TV360, then others in the TV360 section can likely help there too.
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