Forum Discussion

money1's avatar
money1
Tuning in
21 days ago

Virgin Media TV service not working

using Virgin Media is hell on earth, got the 360 remote sent to me before i had used it ot seems virgin sent the software update to the old box i have ( was told i would get a new box by engineer in late 2023)  box was stuck in a loop to the welcome screen, pulled power plug multiple times eventually got  the damn thing to start.

i hate the new layout for tv guide

where is a stop button when watching a show ?

had to phone virgin when i tried to login to create an online account to manage our service, to my horro it seems virgin/o2 had created an email address linked to my account i had never heard of or used ! customer support lady said virgin did this, yet because of that its impossible to reset the account as i dont have a password for an email i didnt set up ! you can make up the hell that is trying to deal with virgin media

tried again and they ask to send text i type in my phone number and virgin computer voice reads it back to confirm it,  i wait and wait and never get a text , next day partner sees text sent to her phone !  how is that even possible to get wrong ? honestly virgin is run by total idiots.

then tonight 1030pm 7oct25 tv box will not boot up it gets to welcome screen and shuts off, i call 150 get recorded voice press 1 for this etc, in end virgin thinks offering to send a text is adequate support !

absolute farce form hell we must be given human help, swear to god i am looking for another provider now as im not going to keep paying these idiots £120 pm for a service that keeps being stress to use and provided no human support ,  likely go to sky for tv and see about a cable internet provider as plenty in area that are faster than virgin

lastly how can i get through to a human at virgin to try fix tv service for next week or 2 before i pick another company to switch to ? 

360
360tv

5 Replies

  • roy247's avatar
    roy247
    Hero
    21 days ago

    You use the pause/play button as the stop button.

    Virgin don't offer a 24 hour phone support line might most companies don't, you can try calling again from 8am or wait here for one of the forum team to get back to you which might be 2 to 3 days.

     

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    20 days ago

    Hi money1 
    Welcome to the Community Forums. 
    So sorry to hear you feel this way and that you've not been able to reach us to discuss your TV concerns. 
    I hope the message kindly left by roy247 has been able to help with how to pause on the set-top box. 

    The main customer service line operators between 8am - 9pm Monday- Friday, 8am - 8pm on Saturday and 8am - 6pm on Sunday.
    We've not been able to locate you on the systems on our side, so if you still need us to investigate the TV services further for you, we can certainly look at this on our side. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.

    • money1's avatar
      money1
      Tuning in
      20 days ago

      called virgin demnded an engineer come out , they did on 9 october 2025 , he gave us a new tv box as he is well aware of many customers set top boxes having major trouble with the new software, explain how we got sent a new tv remote control with dead batterys !

      still no explination on how to remove a virginmedia email we never set up from an online account i want to either log in to or create a new account, as ive said 1 more issue with virgin and we will switch to SKY , never in my life have i dealt with a company run so badly

  • money1's avatar
    money1
    Tuning in
    18 days ago

    still need a way to remove the email address i never set up from all attempts to create an account , is there any one capable of solving this at virgin ? 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      15 days ago

      Hi money1,

      Thanks for your post and welcome back to our community.

      Could you please tell us a bit more about the issues you're having registering for an online account?

      Is the email to verify being sent to an email address you don't have access to?

      Are you getting any error message? 

      Please pop back to us when you can.