Virgin Media Community

[Gavinb1995]

Green screen error has been on my screen for about 3 days now, tried phoning and the customer service has been pretty atrocious to be honest. Looking to get a new box sent out as nothing else is working.

looking forward to getting in touch

thanks

[japitts · Accepted solution]

You're probably not going to like this answer...

The green "DVR has detected an error" message means your hard drive has failed and your box will need replacing.

If you call VM faults on 150 (or 0345 4541111 from a non-VM phone) they can arrange this.

[Gavinb1995]

Yep tried doing so however the customer service advisor I spoke to for over an hour insisted I couldn’t be sent out a new box

[japitts]

Did they give a reason why not? What alternative advice/solution was offered? (Not that it would solve the issue, but to clarify what was said on the call)

[Gavinb1995]

They said that it would require troubleshooting and restarting my box would work. Which of course it didn’t and I said I have read on here that I need a new box and they said they can’t authorise that and the only thing they could do would send an engineer out. Obviously with covid just now and having high risk family members sending a box out would make things a whole lot easier

[japitts · Accepted solution]

There have been reasons for this being done by engineer visit in the past, which may apply in this situation too. But I'd agree the box needs replacing in any case.

I've escalated this post to VM Forum staff to pick up.

[Gavinb1995]

Thanks for the reply, hopefully sorted soon had no TV since Wednesday as a result 

[Corey_C]

Thanks for your post and for reaching out to the Community Forums, Gavinb1995,

Sorry to hear that you have been having issues with your DVR, I will send you a private message to confirm your account information and the serial number of the box.

Cheers,

Corey C

[Corey_C]

Thanks for your messages and details, Gavinb1995,

I've cancelled the visit and have now send a replacement box for you. So it's on the way, please allow 3-5 days delivery.

Cheers,

Corey C

[Gavinb1995]

Thank you very much for your help. All we wanted to get it sorted, far better help on here than elsewhere, will use this for any issues in the future

Thanks again