I run an HMO and Virgin provide Broadband and TV, Recently the Tivo box has stopped receiving BBC1, BBC2, ITV, Ch4 and most of the other terrestrial channels, but other channels do come through. When the box is on one of the affected channels it comes up with the W02 message which I believe is a bad connection. I've been through all the connectors up to the TV and they are all good, but outside the house where the cable appears from underground, the silicon has failed and it seems loose as well as waterlogged and I think the fault may be there.
Is this junction the responsibility of Virgin? I've sent three messages through the Help Chat box, but had no response.
Everything about your Virgin install is the "responsibility" of Virgin Media, down to and including your TiVo or V6.
The best way to report service faults is to call - 150 from a VM phone, or 0345 4541111 from any other phone, and follow the options for "I have a fault with my TV service".
Ignore all the other inducements for "going online", "get a link to do it yourself", "get a text message" and don't press anything - wait in line for a faults agent to answer, and hopefully arrange the engineer visit that it sounds like you need.
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