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Hibee69
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Box keeps going into the welcome message

I have tried everything possible to get the box to get past the welcome, start up, and download screens it's like it's stuck in this cycle no mater what I do i have do.. Need help before box gets thrown in the bin as trying to phone virgin you get no were your just left in a queue on the phone.. Please help

 

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newapollo
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Message 2 of 24
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Re: Box keeps going into the welcome message

Hi Hibee69,

this is normally a sign that the hard drive is failing/has failed.

You need to contact the Faults team.

You could try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

You can also call  150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues

When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

Hopefully  a member of the Forum Team will pick this up for you.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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johnasimmons
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Re: Box keeps going into the welcome message

my V6 box is doing the same...

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Gareth_L
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Message 4 of 24
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Re: Box keeps going into the welcome message

Hello Hibee69

Thanks for your post 
Sorry to hear about the issue you are having with your box being stuck on the start up loop 

Do you still need this looking into?

If so I have sent you a private message to get the ball rolling 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Glenski3
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Re: Box keeps going into the welcome message

Hello

 

I also have this problem this morning, my V6 box is stuck in a boot loop and i have tried everything to rectify the problem to no avail 😞

... ... ... ... ... ...

Virgin Media Ultimate Oomph Package

Maxit TV [2 x V6 Boxes] - M500 Fibre Broadband - Talk More Anytime - Oomph Unlimited SIM (Sony Xperia I)

Sony KD50SD Curved 4K TV - Sony 4K UBP-X800B Blu-Ray Player - Sony HT-RT5 Soundbar

[Been with Virgin Media since 2001 (Telewest)]
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Gareth_L
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Re: Box keeps going into the welcome message

Hello Glenski3

Sorry to hear this is happening 

If you try this "just need to warn you it's a complete factory reset and you will lose all recordings "

Turn off with the rocker switch at the back of the box

Hold the + and standby buttons together and then turn the box on and wait till you see the welcome screen.
Let me know how this goes please 

Gareth_L

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Glenski3
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Message 7 of 24
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Re: Box keeps going into the welcome message

... but i don't want to lose all my recordings !!
... ... ... ... ... ...

Virgin Media Ultimate Oomph Package

Maxit TV [2 x V6 Boxes] - M500 Fibre Broadband - Talk More Anytime - Oomph Unlimited SIM (Sony Xperia I)

Sony KD50SD Curved 4K TV - Sony 4K UBP-X800B Blu-Ray Player - Sony HT-RT5 Soundbar

[Been with Virgin Media since 2001 (Telewest)]
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johnasimmons
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Message 8 of 24
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Re: Box keeps going into the welcome message

I'll give it a go

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Gareth_L
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Message 9 of 24
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Re: Box keeps going into the welcome message

I understand that Glenski3

I did check the areas for any network issues and its all clear 

We would probably need t book an engineer can help if its still stuck on the start up loop

However it may also be that the box needs replacing and you would lose recording on that box 

Gareth_L

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Glenski3
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Message 10 of 24
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Re: Box keeps going into the welcome message

Hello

I have now tried the full factory reset and nothing, zilch, nada... still stuck on a boot loop 😞

... ... ... ... ... ...

Virgin Media Ultimate Oomph Package

Maxit TV [2 x V6 Boxes] - M500 Fibre Broadband - Talk More Anytime - Oomph Unlimited SIM (Sony Xperia I)

Sony KD50SD Curved 4K TV - Sony 4K UBP-X800B Blu-Ray Player - Sony HT-RT5 Soundbar

[Been with Virgin Media since 2001 (Telewest)]
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