Forum Discussion

Stressedout2day's avatar
Stressedout2day
Joining in
20 days ago

NEW BOX NEEDED

Hi all, my 1st post! Been on virgin chat for nearly an hour regarding my TV box being on welcome loop, not resolved, no plan to fix problem by virgin!!! All I need is an engineer to come and replace the box. I didn’t think it was a difficult request but an hour in and still no resolve?

  • newapollo's avatar
    newapollo
    20 days ago

    Hi Stressedout2day 

    Which TV set top box  do you have? < tivo, V6 or TV360 >  (The V6 and 360 look similar but the V6 has a peanut shaped remote whilst the 360 remote is oblong and has a voice button)

    The reason I ask is because you've posted in the Tivo forum, and although it's your first post (which would suggest you are a newish VM customer) it's unlikely that you have a tivo box as they haven't been issued to new customers for over 2 years. 

    It's more likely that you have either a V6 box or the newer TV360 box. If it's a V6 box or TV360 then it's possible for you to recover from the bootloop without a tech visit or the box being replaced.  If you do have the old Tivo box then that should be replaced with a V6 box which also runs on the tivo operating system

  • unisoft's avatar
    unisoft
    Knows their stuff
    20 days ago

    Erm ask to escalate and ask them to raise a formal complaint? If they can't explain an area issue causing it, then you need a tech visit to ascertain your individual connection and/or box. They can't simply leave a customer paying and no working box as the box is effectively hire purchase for the service and maintenance by VM.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    20 days ago

    Hi Stressedout2day 

    Which TV set top box  do you have? < tivo, V6 or TV360 >  (The V6 and 360 look similar but the V6 has a peanut shaped remote whilst the 360 remote is oblong and has a voice button)

    The reason I ask is because you've posted in the Tivo forum, and although it's your first post (which would suggest you are a newish VM customer) it's unlikely that you have a tivo box as they haven't been issued to new customers for over 2 years. 

    It's more likely that you have either a V6 box or the newer TV360 box. If it's a V6 box or TV360 then it's possible for you to recover from the bootloop without a tech visit or the box being replaced.  If you do have the old Tivo box then that should be replaced with a V6 box which also runs on the tivo operating system

    • Stressedout2day's avatar
      Stressedout2day
      Joining in
      20 days ago

      Thanks but it is the old TiVo box, I’ve had it for a good few years now. I can’t even get through to them on the phone, it just keeps cutting off without even ringing. Been trying 0345454111 since this morning

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        18 days ago

        Hi Stressedout2day 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

        We're sorry to hear about the problem you've been having and the poor experience you've had 😔

        I can see you've spoken to the team since you posted. Has the problem now been resolved?

        Please pop back to us at your earliest convenience.

        Thank you for your support unisoft and newapollo 👍

        Regards,
        Daniel