Can’t access most channels and catch up TV

[AdeHartland]

We have had poor access to all our channels for some months now. We’ve put up with it but now more channels are not accessible. We just keep getting the message “check you connection/cable etc. which we’ve done. Rebooted the router Virgin box etc.” but still we can’t get all the channels. 
Any suggestions? 

[nodrogd]

What have you been told when you have reported this to faults?

This is unlikely to be an area issue as it has gone on for months. Issues on individual lines are not monitored, so if anything persists you must report it to get it resolved. You rent your equipment so any call-outs for faults are free. Some issues can even be pinpointed by remote software over the phone.

So if you have issues first check the Service Status via the link at the top right of this page. If nothing is found assume just you are affected & contact VM (150 free from your VM landline or mobile, 0345 454 1111 at standard call rates from others).

There should be a fault code displayed on the unavailable channels (example = W02 - which is insufficient signal). This will give clues as to what the cause might be.

[AdeHartland]

Thank you. The error code is CS2004. We have checked oll the connections and the seem fine. 
Virgin have made it difficult to contact them easily. That’s why I’m on here. 

[japitts]

CSxxxx is a TV360 error code, not a TiVo/V6 error code. Your post has been moved to the TV360 forum.

It's also a signal related error code, so the advice above very much stands. Eliminate an area fault by calling 0800 5610061 but it's unlikely in this case. You can either call into faults, or wait here a couple of days for staff to respond. If you're calling in, choose the "I have a fault" option and then press nothing else, just wait.

However, you've mentioned problems with broadcast channels and also OnDemand. Is the error code the same for both? OnDemand uses the internet, so would not be affected by signal issues in the same way. How is your TV360 connected to your homehub, for onward internet connectivity?

[nodrogd]

How is your internet performance? Signal issues with your internet can be less obvious unless you do a lot of streaming or high data usage to other devices. So with a lot of channels affected the Broadband could be affected as well.

Remote tests should be able to establish if it’s the signal or a faulty box.

[AdeHartland]

Thanks 

Ive managed to speak to someone and apparently there is a fault in the area and it may take 2 days to fix 🤷

[AdeHartland]

Issue still not fixed. Does anyone know what compensation you receive each day the TV is unavailable? 

[japitts]

TV services are not covered by any automatic compensation scheme - the best you can hope for would be a loss-of-service credit for the proportion of your package costs that can be attributed to TV services. All assuming you've given VM a chance to rectify your reported issues.

Have you reported the ongoing issues to faults, to check if the known issue is still live? It may also be worth responding to nodrogd's questions above, incase the VM staff on this forum respond in a couple of days.

[AdeHartland]

The internet seems fine, I’ve done a speed test. 
The frustrating thing is you can’t speak to anyone and when we try to do a fault test, it says “we can’t check right now” 
Poor really. 

[japitts]

What stops you from speaking to an agent?

Once you've chosen the "I have a fault" options, press nothing else and just wait.