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need a new Tv box

Hi, how do I enquire about needing my virgin media tv box replaced? It is not working, I’ve had the same box for many years, can I order a new one? The website has me going round in circles and no one answers when I call I leave my number but never get any calls back, please help.

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Message 2 of 13
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Re: need a new Tv box

Can you explain what is not working? 

Is it showing an error code? 

 

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Message 3 of 13
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Re: need a new Tv box

If its showing a code we couldn't  see it as the picture is that bad on certain channels. We have purchased a new tv as we thought the tv had gone but when the Tech man arrive he informed us the TV was fine it was the box and as we have had it for some years its now working correctly. We have tried everything to re/ boot and re/set but seem to get worse..

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Message 4 of 13
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Re: need a new Tv box

If it's working on some channels, this could well be a signal fault rather than the box. Is it a tivo or the newer V6?  What connections does it have - ethernet, WiFi, coax?

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Message 5 of 13
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Re: need a new Tv box

We don’t have internet just the TV box since 1998

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Message 6 of 13
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Re: need a new Tv box

And what connections? 

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Message 7 of 13
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Re: need a new Tv box

Tv box and cable 

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Message 8 of 13
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Re: need a new Tv box

It's going to be difficult to advise you here without an Internet connection.

You will need to call the customer helpline and report it as a fault. They can check it remotely. The best time to call is at 08.00

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Message 9 of 13
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Re: need a new Tv box

We have tried to contact them and the technicians that look into this but to no avail.. We have been put on hold for a total of 3.5 hrs and left our home number on numerous occasions.. still waiting to hear back 

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Message 10 of 13
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Re: need a new Tv box

If you watch this thread - don't bump it - one of the Virgin staff should pick it up. You may have to wait a day or two. 

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