Virgin Media Community

[jamesr2810]

Hi,

Have had no Virgin TV service for about a week and a half. Have only been a customer about two weeks having upgraded from just internet. 

Customer service seem unable to help. I've unplugged everything and reconnected so many times! Any other tips for what may work? I'm loosing the will with it and no one i talk to when i call seems to be able to sort it....

Thanks!

[jamesr2810]

Have the same issue. I rang customer services a week and half ago and was told to wait two days for the issue to clear. That didn't work so i called again. Second time i was told it was due to works on the line as so many people were joining in my area so it would be off for a week. I called again last night as it still wasn't working over a week later and the person basically said it will sort itself out in time.... couldn't give me a date or anything! Said i should cancel my direct debit to them etc.

Let me know if you manage to sort this as i am lost with how to sort mine!

[japitts]

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@jamesr2810 wrote:

Have had no Virgin TV service for about a week and a half. Have only been a customer about two weeks having upgraded from just internet

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What are the issues you're having with your TV service?

You've posted in another thread mentioning a box stuck in the boot loop, is that it?

I'd never recommend cancelling your regular payments - that could cause a whole heap of extra issues.

[jamesr2810]

Hi. TV not working at all. Just sits on the welcome page. Occasionally goes to the loading page but then seems to time out or something. Goes through this cycle every few minutes. 

Cant understand how the Virgin technical people keep telling me different stories on what's happening. Seems like a faulty box to me surely?

[japitts]

From what you've posted, I wouldn't disagree. Normally I'd suggest that calling is the quickest way to resolve this, but it sounds like you've tried that without success.

I've escalated this post to VM staff to pick up sooner than they would otherwise, which should mean they have a peak and respond tomorrow for you. Hang on in there in the meantime.

[jamesr2810]

Thank you! Appreciate the help! 

Hoping it's as simple as a dodgy box. 

[John_GS]

Hi @jamesr2810

Thanks for posting and welcome to the community. I'm really sorry to hear of the TV box issue and also the experience you've had when reporting this to us.

I've ran some checks today on the system. From completing the diagnostics today, I am going to refer you to our Virtual Tech Team.

Once I’ve raised the fault you will receive a call back within 4 hours between the working hours of now - 6pm by one of our specialist technicians who can walk you through the issue and hopefully either resolve the fault over the phone or they'll book an actual engineer visit to the property for you.

Please do keep me posted how you get on

Kind regards,
 

[jamesr2810]

Thank you very much! I'll keep my phone nearby. 

Will let you know if it gets sorted. 

[John_GS]

Thanks for coming back to me. 

I've also seen there is a congestion issue (seperate to this) affecting the service. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then.

Your fault reference number is F008863774 and the estimated fix date is the 11th May 2021.

We are planning to undertake some upgrades to support the increased demand for our services in your area. When completed, any slow broadband speeds and buffering on TiVo apps you may be experiencing (particularly at peak times) will be resolved - I have also applied the relevant credits you're entitled to as well so don't worry about that.

Nearer the 11th May, if you want to @ me on this thread, I will be more than happy to check the ticket reference for you to see any updates on where we are with it

Kind regards,

[jamesr2810]

Hi John,

Spoke to someone on the phone earlier today (forgotten their name but they were great!). They seem to think our TV box could be stuck in a reboot loop and hopefully swapping I'm a new one may sort the issue. 

Fingers crossed.