Thanks - but I have tried that and it sends me round in a never ending circle and then just cuts out - hence I am writing on here out of complete desperation as it is impossible to actually talk or interactive with anyone from Virgin. At the moment I am paying a lot of money each month for a service I am not being provided which could be easily fixed by sending me a replacement box!
You can also sign into Service status at the top of this page and run a test against the TV box.
By doing this VM should be able to send a signal to your box and try to repair it. This sometimes results in a replacement box being send out or an engineer booking. It may also help when contacting the Faults Team as the system should recognise you've tried the self help option. Best time to call is first thing on a morning at 8am when lines first open and are least busy.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
The box is truly broken - i.e. no lights, noises etc. The automated phone help ran a test and told me to turn the box on - the problem is it is plugged in and the on switches are in the right position - its completely dead do off course doesnt respond to a remote test!
The automated services can be a blessing and a curse. In this case, there's no way it can tell between a box that's not been switched on (therefore fixable with instructions) and one that won't switch on. You may need to complete the diagnostics, potentially hang up and redial immediately, whereupon the IVR should recognise that "remote support has failed", and put you in the queue.
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