Virgin Account issues

[Jlt2]

Can anyone help, I have been a virgin/ntl customer 20years. I have moved house, instead of moving my package. My account has been disconnected. I have now recieved a new router and new account info. I have been given the same package as I had, but more expensive. I had a tivo box, this is being collected Monday along with my old router. I haven't recieved a TV box and have no obvious way of contacting anybody. Please help

[Jlt2]

Sorry had to go out. If I unplug the ethernet cable I have no network, I have to connect to Wi-Fi. There are no lights on the front of the box, just the power light which is white. When I unplug the ethernet cable, two red lights come on. One is a Wi-Fi signal the other is 2 diagonal arrows. 

Thank you for your help both.

Jay

[japitts]

TiVo's don't have WiFi, are you sure you don't have a V6? It runs TiVo software but is a very different box.

https://www.virginmedia.com/care/tv-fault/which-tv-box 

[Kath_P]

Hi Jlt2, 

Thanks for coming back to us on this one. As mentioned by Japitts, the TiVo is unable to connect via WiFi so it certainly sounds as though you have a V6 or a 360 box. 

I can see that Molly is still helping you via private message though so stick with her there so she can help resolve things for you. 

Many thanks, 

[Jlt2]

Hi japitts

I still cant use catchup or on demand, error v210. I also cant use my prime video, error A01. 

Thanks

Jay