Ctv 2 London

[Cowboy0577]

Why did I lose the ctv2 london channel? Did virgin get rid of this channel in their lineup?

[Jenk]

Lost mine as well. Contacted Virgin . Zero help. I now have CTV Barrie on 202 and Toronto instead of Kitchener on 201

[Cowboy0577]

In place of the ctv2 london channel I now have Barrie. Why would I want Barrie instead of my local news? I really only use their TV to get this channel. If this doesn't change I'll have to go elsewhere for TV.

[Jenk]

Agree 100%. Worse is after 20 min on phone they could give me no solution and  certainly did not understand the problem. My day isn't complete without 6 o'clock news from London not Barrie

[Cowboy0577]

Just spoke tech support, then customer service, then tech support, and tech support said they couldn't help after over 20 minutes. 

[London_madge]

My station lineup says 202 is CTVL London - we have been getting Barrie.  I live in London.  To make matters worse a family member has Alzheimer's and every night at 6 the whole hour is spent looking for the London news.  Your "award winning" customer service has been no help in fixing this.  

[VirginPlusAntgio · Accepted solution]

Hey there @Cowboy0577 , @Jenk and @London_madge , 

Welcome to the Community and thanks for your posts. 

That's definitely strange and sounds like there might be an issue with your geolocation parameters.

To start, we invite you to complete the below troubleshooting steps;

• As a first step, please log out of all Virgin Plus My Account, My Benefits, TV apps and profiles associated to your accounts.
• Visit the website whatismyip.com to see the local area registered under your IP Address. If the local area does not match your current location, reboot your modem and try again. To learn how to reboot your modem, click your corresponding modem; Valérie / Steve
• If the issue persists, your next step will be to factory reset your modem. To learn how to factory reset your modem, click your corresponding modem; Valérie / Steve

Give that a try and keep the Community updated with the results.

[Jenk]

My modem was rebooted during Virgins troubleshooting process. There is no issue with IP. Phone internet working fine. Situation is at approximately 6:20 pm on Tues March 12 I  was watching London news on CTV2 channel 202. Screen suddenly went dark and network error sign appeared. Before I could do anything the picture came back with Barrie news. 

Kitchener which used to be 201 now has Toronto.

It seems to me when trying to correct the"network error" Virgin made an error and entered the wrong station. Tried to explain the situation to a Virgin rep by phone. Zero comprehension of the problem.

If the problem was my IP address why do others have the same problem. 

[Cowboy0577]

I did a factory reset on the modem and that worked. Thank you very much for your help.

Edit: make sure you know your internet member ID and password. It's different then your account login

[London_madge]

This worked thank you thank you!!!!!!!