Forum Discussion

andrew987's avatar
andrew987
Tuning in
7 months ago

V6 box stuck in bootloop

Hi, my V6 box appears to be stuck in a boot loop. It does the Welcome splash screen and then Starting Up screen and then back to the Welcome screen. Occasionally it gives an animated arrow and a box icon. There's also an orange light on the device. 

I've tried powering off and on, changing cables etc. The diagnostics on the website say there's an error with the box but it can't connect to test. 

There's a second box in the house that works fine plugged into the same coax so I assume the issue is the V6 box rather than wiring/signal.

Is this something I can fix through a reset or something or does it need an engineer?

  • japitts's avatar
    japitts
    Very Insightful Person
    7 months ago

    Try the following sequence, it may give you a "get out of jail" card..

    Turn off the V6 at switch; then on the V6 box hold down both the power button and the + button at the same time. Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds. The box should reboot, the power button will turn blue, and it should reset and boot up normally

    If not, you'll need to report "my V6 won't power up" to VM faults.

    • andrew987's avatar
      andrew987
      Tuning in
      6 months ago

      Thanks, I've tried that a few times with no success.

      What's the best way to report it as a fault? After some nightmares in the past I'd prefer not to spend ages on the phone.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        6 months ago
        andrew987 wrote:

        Thanks, I've tried that a few times with no success.

        What's the best way to report it as a fault? After some nightmares in the past I'd prefer not to spend ages on the phone.

        Calling 150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) is still the quickest way to report a fault.

        When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

        Or wait a day or two and a member of the Forum Team should pick this up for you.

  • japitts's avatar
    japitts
    Very Insightful Person
    6 months ago

    You have two options. Primary fault reporting is by phone, but forum staff respond on these boards if you don't mind waiting a few days.