Forum Discussion

Malmar's avatar
Malmar
Joining in
20 days ago

More failed Virgin kit.

Received my new remote to upgrade from Tivo to 360 and tried to install it this morning, Following the simple instructions I have ended up with a frozen screen and no TV and neither my old or new remote will remove the screen, So after speaking to several agents I now end up with no tv, the best virgin can offer is to send out an engineer on Monday evening ( three days )

I have been a customer of Virgin for nearly 20 years, but have decided that when my contract ends I will terminate my relations with Virgin and give Sky a chance, as I find being left with no tv for three days due to no fault of my own unacceptable.

3 Replies

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

    Hi Malmar,

    What message or error code is showing on the frozen screen?

    Please send a screenshot/photo if it's easier.

    Did you remove the red tab from the back of the new 360 remote control?   (removing that plastic tab allows the remote batteries to touch the metal contact inside the remote so it starts working)

     

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

    There are no SLA's with a VM Residential contract.  I'd expect Sky to be the same?  Have you tried a cold reboot of the box, i.e. remove the power and re connect?  When doing this press the - (minus) button on the front at the same time.  You can also try the + (plus) button and power as another option.

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    18 days ago

    Hi Malmar,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the issue with your new equipment. 

    Have you been able to try the suggestions from the other responses in this thread?

    ^Martin