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christine-dobbs's avatar
christine-dobbs
Joining in
2 months ago
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Set-top box and password

I'm stuck in two loops and hope someone can help me. I have a really old set-top box (must be at least 8 years old) and it gave up its ghost yesterday. It does the message 'starting up' but then states no input received and it beeps at me. It does this on loop. I've tried phoning (0345 454 1111) and get asked at one point to confirm certain letters in my password, but I'm told these are incorrect. I assume this is right and wanted to change my password online. I have confirmed several times my email address, but I don't receive a mail  to change it. Then I click on the link to get more help, am refereed to the same number as above, and the options don't offer help with changing password. So I wait on the line and ... am asked again to confirm certain letters in my password. Tearing my hair out here and grateful for any advice. Thank you!

  • Carley_S's avatar
    Carley_S
    2 months ago

    Hi christine-dobbs 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your set-top box issue and your password. 

    This sounds like the memorable word that we ask 3 characters from to pass account security to discuss the account. If you're unaware of the memorable word, then this can be changed via the Virgin Media online account if needed. It takes around 30 minutes for the system to fully update with the new word. 

     

    Regarding the set-top box. Are all the connections into the set-top box and into the wall sockets/any splitters you may have, tight and secure. Ensure there are no kinks, twists or damage to the cabling. Do you have a HDMI cable or SCART cable to connect the set-top box to the TV? 

     

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi christine-dobbs 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your set-top box issue and your password. 

    This sounds like the memorable word that we ask 3 characters from to pass account security to discuss the account. If you're unaware of the memorable word, then this can be changed via the Virgin Media online account if needed. It takes around 30 minutes for the system to fully update with the new word. 

     

    Regarding the set-top box. Are all the connections into the set-top box and into the wall sockets/any splitters you may have, tight and secure. Ensure there are no kinks, twists or damage to the cabling. Do you have a HDMI cable or SCART cable to connect the set-top box to the TV? 

     

    • christine-dobbs's avatar
      christine-dobbs
      Joining in
      2 months ago

      Hi Carley

      Thank you for your speedy reply. Password first. As you suggested, I accessed the Virgin Media online account and managed to reconfirm my email address and change the password. I thought it best to reset all security stuff so that I know I have the correct ones noted. I wanted to change my password security question, but had the message error storing password security question. I tried to change my telephone memorable word but had the message changes not saved. This was all during one session on the media page. 

      Set-top box. All is secure and I ran diagnostics saying all is well. The connection is HDMI. The box was in situ and suddenly stopped working, as I mentioned. It's defect. I've checked on the Virgin Media site to identify the box, and it's a TV TiVo box, which I understand is now past its shelf-life. I'm presuming that this needs to be swopped for a more recent model.

      Thanks again and looking forward to hearing from you, Chris

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Chris, 

        Thanks for coming back to us and updating the thread. 

        As there are a few things here that we'll need to address, I think it will be best for us to take a closer look. In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks,