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I have 20 missing TV channels and it is impossible to get help from Virgin

Joining in

The 150 line says I 'cannot be connected'. None of the advice works. The automated chat says an agent will contact me but no one has in the past two weeks. Virgin's service if so unprofessionally poor.


Very Insightful Person
Very Insightful Person

Hi gwne12618 

Which TV box do you have, and which 20 channels are missing?

which box.jpg

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Tuning in

I know I'm missing 5USA but have 5USA1?.  My 360 system hasn't looked normal since the channel changes were made on the 4th of July. None of my channel menu numbers correspond to what I am told they should be and so not sure what others I am missing. Was also told a technician would be in touch when I phoned up customer services and have never been contacted again so I feel your pain.

Community elder

Hi gwne12618,

Just to add to new Apollo's question about which channels are missing, if you haven't spoken to a human being when phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.


Community elder

Hi Michann,

5USA should now be on 120 and I assume you meant 5USA +1 is on 305.

Have you tried rebooting the box by switching the box off and on with the switch on the back of the box, if that doesn't work then you could try a factory reset.

It's only a partial system reset and not a complete factory reset. You are given 2 options,

Keep Recordings
Format Disk

Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up, but you will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again, also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.