You need to contact the Faults team. You could 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.
When phoning 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) it'sbest to call at 8am to avoid call queues
When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.
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