TV Guide initializing at random date and time

[SweetandSour]

I wonder if anyone else is having this problem.  In the past week or 2, when I load the Virgin App and go to the TV Guide, it opens at a random day and time.  I notice that at the bottom of the page it says to press the back button to go to 'current' day and time and that works.

Is this a recent update?  Why would anyone change the behavior of the guide in this way.  Presumably, the vast majority of people, when they are going into the app, would want (expect) it to be current.  

[VirginPlusAntgio]

Hey there @SweetandSour , 

Welcome to the community and thanks for your post. 

The community being a peer to peer assistance channel, we wouldn't have details on app updates or behaviors. 

However, the community would like to help as best as we can and would need some extra details; 

• How are you accessing your Virgin Plus TV service (cellphone, smart TV, browser, etc.)?
• Does the same thing occur when loading the guide on a different device?
• When loading the guide, does it show your previously watched program or it opens a random time and date every time?
• Is your app updated to it's latest version?
• Have you made any changes in the apps settings?

Looking forward to hearing back from you.

[SweetandSour]

I am on a Sharp TV with a 4K Firestick.  I do not access VirginPlus on any other devices.

When the guide loads, it is on the correct time for a minute or two (I am doing nothing, not even holding the remote) and then it randomly changes to another time, usually 2 or 3 in the morning.  It is definitely NOT the last time that I watched TV.

I tried rebooting the Firestick.  Then I removed and reinstalled the VirginPlus app but it still happens - not all the time but often enough.  

I THINK it only happens when I first log in and not if I go back to the guide in between watching shows.  However, I have not been tracking it so I cannot say for sure.

I have not changed any other settings though I did have to reset my preferences when I reloaded the app.

Thanks for trying to help

[VirginPlusAntgio]

Thanks for the details @SweetandSour . 

We've been advised that a recent update was available for the app, please make sure that it is completed. 

Other users have also confirmed that by fully restarting their Firestick's one to two times brought the app back to normal.

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

[SweetandSour]

Sadly, I have to report that I am still getting the same issue. 

I thought it was fixed after I reinstalled the app - It went about 5 days without recurrence.  Now it is not only doing it when I first log in, it is flipping to another time WHILE I am scrolling through the guide!!

I can try reinstalling again (and again and again) but unless Virgin addresses the issue specifically and finds a solution, I doubt it will be properly resolved.  And based on the past week, I will never know if the bug is fixed...I will only ever know if it is not 😞

[VirginPlusAntgio]

We appreciate your continuous feedback @SweetandSour , 

In order to continue troubleshooting your concern, you can provide and try the following;

• When going in your 4K Firestick's location settings, do you see postal code or ZIP code ? If you see ZIP code, it would mean that you are using a USA based model and may be the cause of the issue. 
• If you're using a VPN and/or if the location settings have been manually changed (if possible with your model), please turn it off and/or use your current location and test to see if the issue persists.
•  Try factory resetting your 4K Firestick.

If after trying the above, it is still doing the same, please provide us with time stamps of the issue occurring (time and date currently being reviewed and time and date it is being flipped to and if it is occurring on one channel only or if it is random).

Looking forward to hearing back from you.

[SweetandSour]

I checked the postal code and it is the Canadian format

I do not use a VPN

I am really  hesitant to do a factory reset and have to download all the apps and do all the setups again.  I will try this if I have not other choice.

I have started making notes of the date and time that this happens.  It is the guide that flips, not a specific channel.  Also, it happens both when I am on the red left hand menu (i.e. I have not yet moved over to the guide itself, just positioned on the 'Guide' menu choice) as well as when I am in the guide and a channel is highlighted - it can be any channel.  It has even happened while I am scrolling through the guide.

An interesting variation - yesterday it flipped to 3 am and then flipped back to the correct time a minute later.  First time this has happened. 

I have an older Firestick which I will swap in and see if the same issue happens with that one.  That may indicate if the problem is coming from the specific Firestick itself.

[VirginPlusAntgio]

Once again, we deeply appreciate your continuous feedback and troubleshooting attempts. 

Looking forward to hearing back from you once you've tested the new Firestick.

[SweetandSour]

Same thing happens with the old Firestick.

I have done a reset on the TV and will see what happens.

[VirginPlusAntgio]

Hey there @SweetandSour , 

We were checking in to see how things were going and if you're still faced with the issue. 

Looking forward to hearing back from you.

[SweetandSour]

Unfortunately, the problem continues.  I have tried 3 different Firesticks, reset my TV and deleted and re-installed the VirginPlus app.  At this point I have pretty much resigned myself to be careful when selecting a program and hit the back button when the time changes. I think I am just going to have to live with it

Thanks for checking back.  I do appreciate that.