loss of tv service

[larmaman]

I have a issue with my Tivo box (CT8620).

when I turned it on Monday (18/07/2022) evening it showed a page saying that it was upgrading and that it would take a short while to complete, after 30 minutes it was still upgrading!

I watch the screen and notice the status bar was in a loop, it was not getting pass stage 1 of 3.

on the box the right hand side group of LEDs are showing:

far right - solid blue

third from right - flashing red

I tried to talk to VM support but they said there was an issue in my area, have checked using VM tests and all shows ok!

Please can someone help, has the box failed?

[japitts]

IMHO your symptoms are unlikely to be caused by an area fault, and your box has probably failed. Calling back and speaking to a different agent should likely elicit the correct response - a faults tech being booked.

Be aware that VM are not replacing TiVo's anymore, as long as you have VM broadband your box will be replaced with a V6. This runs the same software as you're used to but on a much newer box that's far more capable and also has 6 recording tuners.

[Kath_F]

Hi larmaman, 

Thanks for your post and welcome back to the Community. 

We're sorry to hear your box is having an issue and is going through an update. Checking things this end I can see that the box is showing as unreachable but there is a fault in the area affecting you. The details of that are here:

• Fault reference number: F009963692  
• Estimated fix time: 26 JUL 2022 09:05
• Description: Status report || You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

Whilst the box may be failing, as there is an area fault affecting the service, we're not able to book an engineer. For now we need to wait until the fault has cleared. Once it has, reboot your box and if you're still having the same issues, pop back here and let us know so we can then book for an engineer to attend. 

Until then, there's nothing further we can do I'm afraid. 

[larmaman]

All sorted.

[John_GS]

Thanks for coming back to the thread, larmaman and confirming everything is sorted 🙂

Let us know if you ever need anything