Virgin Media Community

[taffbrum]

I can't access the Menu options onscreen and cannot reboot my TIVO box. The sound on the TV often crackles and the picture intermittently judders. I know the SCART lead into the box recently came adrift but I have reconnected it and it seems OK. But the main problem is with accessing the menu options ie Picture/Input/Audio/Time/Lock etc they come up on screen but I can't access them when I go to press OK button they don't work (have changed batteries on remote too)

Nick

[newapollo]

Hi Nick,

You can order a replacement remote online /virgin-tv-lost-or-damaged-tv-remote 

You can also try the TV Faults option when dialling 150 or 0345 454 1111, but best to call at 8am -10am, or afternoon teatime to avoid call queues

For now you could also download the TV Control app using the above link  and use that until you receive a replacement remote

[japitts]

Have you tried a restart by using the power rocker switch off/on?

You've mentioned a SCART connection, but have you tried an HDMI lead instead?

[Carley_S]

Hi @taffbrum

Welcome to the community! 

Sorry to hear that you've been experiencing issues with your remote and with your picture and sound quality at this time. 

Can you confirm;

• Does the picture and sound issue happen on Live TV only, or does it also occur on DVD or streaming apps?
• What channel(s) do you notice the issue or is it on all channels?
• Does trying with a HDMI cable resolve the issue?
• Does the issue occur after a period of time has passed whilst the box has been on, or does this happen randomly? 
• Is the box well ventilated?

Regarding your remote control, you can try checks via this webpage and if this has not helped to resolve you can order a replacement remote.
 

[taffbrum]

The issue only seems to happen when I first turn the TV on and it's initiallt only on that channel so if I switch channel it seems Ok. It usually persisits for a matter of minutes and then seems to go away. As regards the box this is well ventilated although it is one of the older boxes which I didn't upgrade to a V6? box when I could have done.

sorry I was late getting back with this reply

Taffbrum

[Gareth_L]

Hello taffbrum,

It might be best if we looked at swapping the Tivo box over to a V6. 

Which I can arrange for you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L