Cannot Load live tv channels

[lalexander55]

I have recently moved my V6 box into another room and have connected to WiFi.

After changing the network settings to WiFi and reconnecting to the service all options work with the exception of live tv. It seems to be trying to download the channels but gets stuck at 16% and offers a failure code of s101.

i have contacted phone support but have been unable to solve this problem

any ideas?

[newapollo · Accepted solution]

Hi @lalexander55

Do you have a VM wall socket in the room you moved the V6 to?

The V6 box needs the white coaxial cable to be connected to the VM wall socket for live TV.  

If you don't have that then you will need to a VM tech/engineer to install a wall socket there.

There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

You should call  150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) 

When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[lalexander55]

Aha, that sounds like the answer. I do not have that. I did have in the previous room (sun room). I will give them a day or so to call me. If not I will call and arrange.

Many thanks.

[japitts]

To add, all V6 & TV360 boxes require 3 connections.

1: Co-ax provides the live TV feed

2: Ethernet cable, or reliable wireless, to your home-hub, for internet-based & streaming services.

3: HDMI to your TV and/or optical to AV kit.