Forum Discussion

BillBrum's avatar
BillBrum
Tuning in
7 days ago

Loss of TV channels (plus internet drop out)

Dear all

I already have a discussion underway in the Networking and WiFi forum (https://community.virginmedia.com/discussions/Wireless/network-engineer-visit-due-today-28-may-2025/5643696) as that seemed the right place to post in relation to the problems I have been having (internet connection frequently dropping out, many TV channels showing code W02).  An engineer visited and tested my flat's input cable feed, and then went out to the distribution box in the lobby in order to test the feed coming out of the ports there.  He tried three, and said that his diagnostics indicated that the signal strengths upstream and downstream were too high and too low.  Cannot remember which way around it was.  He said that network technicians would be need to fix it at 'the tap', which I understand means at the street cabinet.  When that date passed and the problems persisted it seemed that the techs failed to attend.  I called another couple of times, and now have the promise of technicians attending on Wednesday 4 June.  Fingers crossed.  Since that time My Virgin Media app shows 'Your services are working correctly' (they are not) and I got an email to say that the issue had been resolved (it has not) and that I would get compensation for some of the days of loss of service.

The reason for my additional post here is that the Networking page focuses on internet issues, and I'd welcome advice/opinions/experience specifically regarding the loss of TV channels, where I get Code W02.  I've counted 64 that do not come through including 105, a majority of the +1 channels and of the film channels.  I have not found other posts describing channel losses in relation to signal issues, so I'd be grateful to see any opinions or advice that can be provided.  Also, does anyone have a list showing the channels within the groups/multiplexes that Virgin uses? I'd like to know if these channels correlate with such groups.

Thanks all.

channels missing
CODE W02
Signal Issues

6 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    5 days ago

    Whilst muxing problems can occur they will affect everyone as the problem gets broadcast to every premise. In practice almost all problems are in the home or access network.

  • BillBrum's avatar
    BillBrum
    Tuning in
    7 days ago

    Thanks for your reply newapollo

    All online help guides etc have been seen and tried where possible. The website you gave a link to is one I've seen previously.  It's a bit of a mess, I think.  Not only unclear, but full of Temu adverts of women in underwear.  Quite odd, really. 

    For a short time in 2001 I worked at Telewest (Birmingham Cable), and I recall talk about channels in whichever mux (multiplex), so I had hoped that there would be an actual Virgin list to clarify them - so that I could see if the 64 missing channels were all in discrete groups/frequencies.

    • japitts's avatar
      japitts
      Very Insightful Person
      5 days ago

      Alas not. DBR is the only third-party source of multiplex info, and is not the most user-friendly - it's "functional" more than glossy. VM don't publish a list, it's not something many customers would have much/any interest in.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    7 days ago

    W02 is an insufficient signal issue. All VM services are delivered over radio frequency via a coaxial cable. The internet services use lower frequencies, the TV channels occupy the upper frequencies. If there is resistance in the feed, the upper frequencies are affected to a greater extent than the lower ones. Hence you can have issues with the live TV channels but the internet can still work without issue. The technician is correct in that the signal can be increased by changing to a lower resistance tap. This is where there can be problems. The possibility is you are already on the lowest resistance tap block, or all the taps on the block are already in use by other customers. Additional taps cannot be added, as this would unbalance all the other customers on the cabinet. The only way to resolve this would then require a powered amplifier to be installed in the property to boost the signal.

    The bad news as far as compensation is concerned is that only Broadband & Phone services are covered by the OFCOM compensation scheme. You could pursue VM for a refund, but that is about it.

    • BillBrum's avatar
      BillBrum
      Tuning in
      7 days ago

      Thanks.  You are indeed a very insightful person.  I still don't get why/how the two issues are present.  Not only are channels on W02, but the internet service comes and goes irregularly.  Virgin Media's status system doesn't seem to recognise either issue, as it maybe when it looks at the hub and finds it at one of the times it is working it believes that the service is okay - and has no 'view' of the TV channel issues at all.