Virgin plus tv away from home never has worked. Frequent connections to house tv lock ups.

7777Tony7777
Contributor

‎05-16-2023 12:20 PM

Called in few times and hasn't been resolved. Have had virgin plus for almost 2 years and still can't watch tv on phone away from home. Only works using house wifi. Have called in few times to resolve and has not been resolved. Also having more frequent issues connecting with tv as locks up until I power off tv switch inputs few times while close virgin app and try again until it works. This is frustrating. Also try to find previous episodes of tv series and don't appear to be available. Not sure why I can't watch older episodes. 

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VirginPlusAntgio
Moderator

‎05-18-2023 04:17 PM - edited ‎05-19-2023 09:39 AM

Hey there @7777Tony7777 , 

Welcome to the Community and thanks for your post. 

That is definitely odd behavior for our Virgin Plus TV and we will be happy to help where we can.

I've seen in the past that if an email address is used as a My Account username, it can cause some issues. If you've entered your email address as the username, your best option is to delete your My Account profile and make sure that all your devices are logged out of the Virgin Plus TV app and My Account profiles before creating yourself a new online My Account profile with a different username.

If the above doesn't apply to you or you've made the change and it is still doing the same thing, please answer the below details;

  • When was the last time the casting device was restarted? If it's been awhile, please unplug the casting device power supply for a few minutes and try again after.
  • When manually logging in our TV app, make sure that you're using the same credentials as your My Account profile. When away from home, you can only access the app by a manual log in.
  • Can you Log-In the TV app at all while being away from your home while connected to a Wi-Fi and/or connected to your mobile data? If so, please describe at what step does the app stop working and please provide any pop-up and/or error messages.
  • Make sure that your phones OS/IOS and apps are all updated to their latest versions.

Looking forward to hearing back from you.

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