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