Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
141 Views
Message 1 of 9
Flag for a moderator

Tv won’t start up

Hi

i received my self install box and WiFi 2 days ago! Internet has been set up fine however my virgin box will not get past the starting up stage? It keeps resetting but nothing? I’ve tried calling for support but just keep getting disconnected! I have rechecked all the cable and instructions I’ve turned it on and off!

 

is there anything obvious I could be missing? 

0 Kudos
Reply
Highlighted
  • 3.87K
  • 624
  • 845
Community elder
138 Views
Message 2 of 9
Flag for a moderator

Re: Tv won’t start up

Hi Alexkane2461,

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 TV box you are installing. By doing this we’ll be able to reboot the box or put you in touch with the right team.

The old method (which still works) is to reboot the V6, and if the channels are still greyed out then you need to phone to get your box activated. 0800 953 9500.

You will need the box serial number, and your account and area number.

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

The best time to call is 8am when lines first open and are least busy.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
0 Kudos
Reply
Highlighted
  • 4.52K
  • 470
  • 787
Community elder
136 Views
Message 3 of 9
Flag for a moderator

Re: Tv won’t start up

Hi have you followed the instructions to activate the box the number is 0800 9539500 have your account number area code and serial number of the box to hand. Regards Micky
0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
133 Views
Message 4 of 9
Flag for a moderator

Re: Tv won’t start up

I can’t get through to anyone it keeps telling me it’s going to let me speak to someone then asks if I want a txt and then it disconnects! 

0 Kudos
Reply
Highlighted
  • 3.75K
  • 214
  • 573
Community elder
106 Views
Message 5 of 9
Flag for a moderator

Re: Tv won’t start up

Try calling again at 08.00 Monday 

 

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
103 Views
Message 6 of 9
Flag for a moderator

Re: Tv won’t start up

Have a engineer coming out Friday hopefully gets fixed then

0 Kudos
Reply
Highlighted
  • 783
  • 39
  • 62
Forum Team
Forum Team
21 Views
Message 7 of 9
Flag for a moderator

Re: Tv won’t start up

Hi there @Alexkane2461 

 

Thanks for your post. Apologies for the delay in response and to hear you've been having issues with your new kit. Glad to hear that we've been able to get a tech booked for you - is everything working well for you today?

 

Please let us know if you're still having issues and we'll do our best to help 🙂 

 

Thanks,

 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Joining in
20 Views
Message 8 of 9
Flag for a moderator

Re: Tv won’t start up

All fixed now engineer was fantastic! Had a faulty box and I’m getting money taken off my bill

0 Kudos
Reply
Highlighted
  • 783
  • 39
  • 62
Forum Team
Forum Team
18 Views
Message 9 of 9
Flag for a moderator

Re: Tv won’t start up

Hi @Alexkane2461 

 

Glad to hear that the engineer was able to get this sorted for you! Please pop back and let us know if you need any further help 🙂 

 

Thanks, 

 

 

Hollie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply