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3rd V6 box Hard Drive noise/Fan noise

RobLund
Tuning in

3 month ago, V6 box started making lot of noise similar to a hard drive working overtime or a fan going. A whirring clunking sound.

I did all the trouble shooting, it’s in ventilated area etc. eventually got it replaced recently, in the last 10 days I have had 2 replacement V6 boxes. 2nd one had audio playback issues so was replaced with a 3rd one by tech. The 3rd is now making the same distracting noise as the original box.

I can see from historical chats that this has been an issue for others over the last few years & I was wanting to know does anyone have any more information on what the actual issue with this is?

I can see that other people eventually got this fixed by replacement boxes, some more than 1. 

In the last 2 weeks I have had conflicting information whilst no solution, in fact it took me reading on here to find out Virgin actually do refurbished boxes after I had been assured by virgin over the phone that they do not, that the boxes I was receiving were new (the scratches & fingerprints were telling me otherwise though 🤷‍♂️😂)

So if anyone can shed any light on the issue, I would be most grateful. 🤞

10 REPLIES 10

Roger_Gooner
Alessandro Volta

VM does indeed refurbish boxes as does BT, and it would be crazy not to do so. The boxes are supposed to be refurbished to a specified standard, but any box - refurbished or new - can be faulty.

--
Hub 5, TP-Link TL-SG108S 8-port gigabit switch, 360
My Broadband Ping - Roger's VM hub 5 broadband connection

Thanks for the reply. So would I be correct in assuming that the only way to keep proceeding with this is to keep getting the faulty box replaced until I get one that doesn’t make such a constant loud noise? I ask this because I couldn’t get a straight answer to that simple question from virgin on social media nor by phone. The social media team referred me to here after 20 mins back & forth chat. 

Yes, you have to report a fault. You've been unlucky to receive multiple bad boxes.

--
Hub 5, TP-Link TL-SG108S 8-port gigabit switch, 360
My Broadband Ping - Roger's VM hub 5 broadband connection

Thanks for your help 👍

Hi RobLund,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with a noisy box despite it being replaced. 

The Social Media teams would have referred you here as we're limited what we can do via Facebook and Twitter due to not having visibility of your account. 

We won't be able to fix this 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
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi RobLund,

Thanks for coming back to me 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.

Lets us know how the appointment goes. 

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thanks for your help.

You're welcome RobLund, let us know how it goes or went 🙂

 

Rob

New Ethernet cable. New power pack, new V6 box. Still noisy, not as noisy but still not as quiet as the boxes were. Between this & the issues with landlines & new hub 5, I have the remainder of my contract to see if virgin eventually get round to properly fixing these issues. 🤞

Thanks to everyone for all the help so far.