Intermittent BBC1 ?

[jka94036]

Hi

Over the past few days we have had an issue with BBC1.

Just shows a black screen, all other channels appear to be ok.

Usual fault finding checks say nothing is wrong ?

[newapollo]

Hi @jka94036 

Have you tried rebooting the 360 box?

Have you tried the other regions BBC1 channels on  861, 862, 863 and 864 and if so are they affected?

[Steven_L]

Hey jka94036,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your TV services at the moment. 

Are you having issues with any other channels or is it just BBC One? As newapollo suggested, have you tried to reboot or check the other regional BBC channels are having the same issues?

Kind Regards,

Steven_L 

[jka94036]

A reboot usually sorts it for a while, but then happens again. Next time it occurs will check the other BBC channels suggested. But curiosly I am also now getting random sound drop outs.

The 360 box seems to be quite hot (not closed in) 

John

[Kath_F]

Hi jka94036, 

Thanks for coming back and updating us. Due to the box getting quite hot even though it's not enclosed, I think it will be best to arrange an engineer to check things. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_F]

Hi @jka94036,

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment 
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the appointment goes. 😊

Take care.

[jka94036]

Hi

Engineer attended and agreed the 360 was hot, so has swapped it out for a new one.

will see how things go 

Thanks for organising the prompt visit 

John

[Ashleigh_C]

Thank you @jka94036 I'm so glad to hear the engineer was able to resolve this. 

Please do pop back any time and let us know should you need any further assistance, we will always do all we can to help.