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Jeni's avatar
Jeni
Superfast
2 days ago

No Picture

We had a problem this morning with sound but no picture on any TV station.  Tried rebooting our V6 box- no difference.  So I thought phone 150 and report a fault - what a useless system this now is.  I went through all the AI prompts and said TV box fault - so I then got a message on how to reboot my hub if I cannot get internet access.  I was also told a message would be sent to my mobile phone so enter your number now.  Now I realise that I am the ony person in the world without a mobile phone but the system just disconnected me when I could not give one.

Any advice on how to contact a human being to report a fault in future??  The fault on the TV seems to have now rectified itself for now so not screamingly urgent - but what do I do when it happens again?

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  • Jeni's avatar
    Jeni
    Superfast
    2 days ago

    Following on from above I thought I would try the Online check for any faults - this came up with "Your service hasn't been installed yet"!!  We have been customers  for years - maybe time to change to another??

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 days ago

      Possibly?  Here are the contact options as listed;

       📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia

      • Jeni's avatar
        Jeni
        Superfast
        2 days ago

        Thanks Adduzzi - but I already explained that phoning 150 which I have always done in the past didn't seem to get me very far and I don't use social media or have a mobile phone.

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

    Are you still seeing menu options?
    If you are it is a handshake problem with the TV. Try another HDMI socket on the TV.

    If you just have a blank screen, try a new HDMI lead.

    If neither of these resolves the problem, a member of the forum team should respond here in a couple of days, & can book a tech visit if necessary.

  • Jeni's avatar
    Jeni
    Superfast
    2 days ago

    Thanks nodrodg - the problem seems to have resolved itself for now - but I am still left with the problem of how to contact VM if I have any future problems.  Phoning 150 has always given me some options to choose from and eventually takes you to a human being.  It now seems to be just AI generated and if you don't have a mobile phone to give a number so they can text you, it just cuts you off.