30 minutes on the phone to Virgin and not sorted. I did this and instant success including being able to connect via wifi. Definitely a nowtv issue not Virgin! I can now watch Greys Anatomy without pulling my hair out. Thank you!
try updating the smartbox
1. Check for updates
On your NOW TV remote:
- Quickly press Home x5, Fast Forward x3 then Rewind x2 in this order.
- Select Update Software then press OK.
This needs to be done even if the version numbers are the same to make sure the software's updated and any faults in the current software are repaired.
These instructions can also be found athttp://help.nowtv.com/article/Error-011-NOW-TV-Box.
If this doesn't work, try unplugging the NOW TV box and wireless router for a few minutes the plug them back in starting with the wireless router. You'll need to set your NOW TV box back up and once you've done this, go back to the NOW TV app and try playing out again.
I did this and whilst initially it worked after about 30 minutes “Lost Connection”, so went down the wireless guest connection route which works but I don’t see why I should now, after many months without problem as wired connection, change to wireless, not the best connection, slows down WiFi speed in the household and there’s no problem with my set up but Now TV’s, therefore shouldn’t they resolve !?
just did all you said and it works THANKS, got no where with Nowtv just wasted 3 hours of my life chatting getting timed out on chat then going through whole process again. The customer service should be embarrassed its abysmal, sent an email complaint but, obviously, no reply. Thanks again
New home and just swapped to virgin media 20/12/2019 , exact issue you had at the start of the thread
Unbelievable now tv or virgin still haven't sorted this
tyvm for the guest network solution, it's been driving me mad dropping connection every 15 mins