It means you can't touch the box it needs help buy 150 or virgin forum team will fix this buy testing the box to find its fault they will contact you when read it's properly offline is there other issues like errors or frozen channels forum team will fix it issue jonni
Welcome to the Community, it's great to see a new face
I am sorry to read about the blue heart, as mentioned this would need some looking into. I have been able to run some tests on the TV services and all services you have, it looks like there is a fault that would need to be addressed ASAP.
This will need an engineer and I would like to arrange this for you, if you can have a little look inside your Inbox, you'll see I've sent you a Private Message. You can find this at the top right of the page, purple envelope.
Speak to you soon and welcome into the Community. Ben