A Virgin engineer recently replaced the tv box as the old one was hanging on the welcome screen. The hanging welcome screen has come back and now the new box is buzzing. This issue together with problems actually speaking to someone from Virgin is forcing me to consider other suppliers.
There are two problems. The first is that both boxes got stuck on Welcome means inability to complete provisioning/entitlement checks which is very commonly due to an upstream (return-path) fault which can stop the box completing its boot handshake. This can be caused by various factors such as:
Poor return-path levels (too high or too low)
Noise ingress (bad connectors, damaged coax)
Faulty or incorrect splitters
Loose wall plates
Local CMTS return-path issues
Power or grounding problems affecting RF stability
So, a tech needs to attend to try and sort it out.
The second problem is the buzzing: is it coming from the box and, if so, the swapped box needs to be swapped. However it might also come from the power brick or a ground loop or electrical leakage causing electricity to travel back through the HDMI or coaxial cable.
So is this the only way of getting a solution? The phone service takes you around in circles and then cuts you off. The online chat only offers solutions to short list of issues. I have to sit here on the off chance that someone from Virgin looks at my post whilst I’m paying for a service I’m not getting.
Forum Staff take a couple of days to pick up threads, however if you want quicker responses then you can also get in touch using one of the following contact methods:
I suggest selecting option 2 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone, which should put you through to Faults.
Also WhatsApp: 0780 3089 684 or you can contact VM on Social Media by either messaging
Facebook: https://www.facebook.com/virginmedia/ or Instagram DM (@virginmedia)
In the meantime try turning off the 360 by the switch on the back of the box; then on the front of the 360 box hold down both the standby/power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.
If the standby/power button and the - button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.
You could also try the three fingered salute, which is switch off on the back of the box; then on the front hold down the plus, minus and standby/power buttons at the same time, and switch on again whilst keeping all three buttons pressed down. When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again.
The 360 box shouldn't be buzzing so that may be an indication of overheating/fan issue (does it have good airflow?) or a possible hard drive problem.
