losing signal

[tel29]

HI this has been happening for a while now we lose the signal to the tv no sound or picture it goes the comes back on no error codes but if it is Netflix or prime then we have to restart app I purchased and replaced HDMI cables but it still happens?

[tel29]

was this soughted as I have the same issue?

[Akua_A]

Hi @tel29 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been losing signal with your TV service. We can understand this is not ideal and we want to best help. Are you losing signal on multiple channels? Does this happen on live TV or on demand? What happens after rebooting your device? https://www.virginmedia.com/help/virgin-tv-restart-or-reset-your-box#tab2

Thanks,

[tel29]

tried rebooting replacing HDMI cables happens on live tv as well as netflix

[Kath_F]

Hi tel29, 

Thanks for coming back to us on this one with an update. 

We're sorry the reboot hasn't helped. I've done a deep dive into your connection and TV boxes and have found a few things that need addressing. 

We won't be able to fix things remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi tel29,

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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Lets us know how the appointment goes. 

Take care.