Virgin Media Community

[Bullterrier]

Hi ,

Recently had an engineer out who replaced the tv box to the latest one. I now have error M63 and error 7400 and cant use my tv box. 

Tried for hours on hold and then disconnected any idea please as self isolating and no tv is not good. 

Paying for a service I cant use....

Virgin please help me 

[KeithLeonard]

Error 7400 means you need to call in to get your box activated. Did you not phone the telephone number given when you received your box to do this?

[Bullterrier]

Hi,

The engineer who replaced it at Virgin activated it. However, I changed my package to broadband only. Could this be the issue? Does the normal tv channels i.e BBC 1 etc still not work on broadband only package? I have been on hold for over one hour and nobody answered me . Any advice would be appreciated .Even if I go back to a tv package I cant get hold of anyone. 

Thanks 

[Ernie_C]

If you have broadband only, you have no right to use the TV. You should return your V6 or you will get charged for it.

[Bullterrier]

The engineer replaced it as my old box he said was faulty. I had my old box for years. I never asked him to replace it. I cant contact anyone at Virgin nobody is answering the telephone. I understand it may be due to Corvid 19 but I thought someone would answer.

[Ernie_C]

It’s got nothing to do with the past. As soon as you changed to broadband only, you have no TV service. The clue is in ‘broadband only’.

[BenMcr]

Was the engineer originally sent for TV issue or a Broadband issue?

[Bullterrier]

Hi,

He was sent out for issues with broadband dropping out all the time and he suspected the box. He also changed cables etc. 

[BenMcr]

Ok, he shouldn't have swapped it. You need a subscription for an active TV box.

Sorry, but you won't get that box working, and you won't get the old box back either.

Even if you now wanted an active TV subscription it would be difficult to get that box activated as it's been installed outside of any proper process.

[Bullterrier]

Thanks for your advice at least I understand the issue now. I have tried several times to contact virgin media but understandably I cant get hold of anyone. I will try in a few weeks to speak to someone and ask what they want me to do. The engineer thought the box was causing the issues, but if he should not have replaced it that was his decision not mine.