Forum Discussion

iain_s's avatar
iain_s
Joining in
17 days ago

Stuck on Welcome page

Received our new 360 handset a couple of days ago, the installation/set went ok after a couple of glitches and we enjoyed an evening of TV, everything looked pretty good. 
Day 2, watched one hour and then the screen froze, told me we there was a fault and Live TV was not available. Next the box seemed to reboot itself to the Welcome page and despite numerous attempts, switching off, rebooting holding Power and + keys etc., we are stuck on Welcome or Please Wait pages. Half an hour of this and I’ve given up. Is it worth phoning 150 ? What are the other options? I see that we’re not the only ones who have had this problem. 

please wait page stuck
reboot
Welcome page stuck
  • roy247's avatar
    roy247
    Superstar
    17 days ago

    You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

    When phoning choose the option to report a fault, then ignore all the options offered and  hopefully you should then be placed into a queue to speak to someone.

     

  • Kath_P's avatar
    Kath_P
    Forum Team
    14 days ago

    Hi iain_s, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having issues since your upgrade. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

    I just need to confirm the address to ensure we are booking the visit on the correct account. I have 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. 😊

    Thanks,