Menu
Reply
Highlighted
  • 34
  • 1
  • 0
On our wavelength
249 Views
Message 1 of 2
Flag for a moderator

Getting an engineer visit

My tivo box keeps freezing and stopping. Sometimes no picture on my tv. Remote is slow or doesn't work. But impossible to get an engineer to visit. Telephoned a number of times but no answer.

0 Kudos
Reply
Highlighted
  • 3.91K
  • 626
  • 859
Community elder
245 Views
Message 2 of 2
Flag for a moderator

Re: Getting an engineer visit

Hi johnstainthorpe,

Sorry to see you are having problems with your TIVO box.

Have you tried new batteries in the remote?

Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to send a signal to your box and try to repair it, or send out a replacement and/or engineer.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

If that doesn't work then you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues 

When calling Faults hopefully the system will recognise that you've used the online faults checker and place you into a queue for an agent to pick up, rather than going through all the automated tests .If that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

You could also try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

Dave

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