Hi im1959,
We're sorry to hear about the issues you have been having with your V6 box. 😔
Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here:
- âž¡ Fault reference number: F011169495
- âž¡ Estimated fix time: 01 FEB 2024 11:10
- âž¡ Description: Status report || You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.
There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation
Whilst the fault is open, we would not be able to book an engineer visit as it would be cancelled. Please let us know how things are once the fault has closed.
If there is anything else we can do, let us know. 😊
Thanks,