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Missing Channels

I've just re-joined VM but things have definitely changed since I've been away

my contact email address was set up wrong so I can't receive any emails about my account

my 1st tv box had a faulty hard disc so wouldn't start up... got a replacement but now channels are missing....been through all the bots etc, but just need this fixed.

I know there's a corona virus but VM have managed to produce my first bill... so something must be working 🙂



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Re: Missing Channels

Hi SuperMario84,

Is it just a few channels missing, or most of them?

Please can you try the following using your remote control, press Home Help & Settings > Help > Virgin T> go up to the top of the screen then TV Care and press OK >  Missing Channels.? > Refresh my channels list

It may take 15- 20 minutes to complete.

If that doesn't work it may be that your box hasn't been activated.  If that's the case please try the following:-

You need to call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

You could also try contacting  New accounts and Set Up for them to complete the setup and activation. That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4  if dialling 0345 4541111 from any other phone

You could also try the following :- VM have recently started pre-activating their equipment, and the box should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the equipment you are installing. By doing this VM will be able to reboot the box or put you in touch with the right team.


The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

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