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DVR ERROR - NEW BOX NEEDED

I signed up as a new customer on 6/11/20 and the engineer came out after problems with the equipment and set it up on 10/11/20. Within 10 minutes of him leaving my Tv displayed a ‘DVR Serious problem’ message. Now it won’t turn on. 
I have tried literally for hours every day to get through to virgin - I’m exasperated and at a loss what to do. I clearly need a new box?? Has anyone a number where I can speak to someone or a link to order a new box, book an engineer etc? Thank you 

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Re: DVR ERROR - NEW BOX NEEDED

Hi Diannequinney,

Sorry to see you are having major problems with your V6 box. That message emans the hard drive has died.

Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to try and connect to your box and try to repair it, or send out a replacement and/or engineer.

If that doesn't work then you need to contact the Faults team on 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 hopefully the system will recognise that you've used the online faults checker and place you into a queue for an agent to pick up, rather than going through all the automated tests .If that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

You could also 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. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: DVR ERROR - NEW BOX NEEDED


@newapollo wrote:

Hi Diannequinney,

Sorry to see you are having major problems with your V6 box. That message emans the hard drive has died.

Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to try and connect to your box and try to repair it, or send out a replacement and/or engineer.

 


Just for the benefit of @Diannequinney - the green screen error is a terminal one and can't be repaired.

Follow the other advice from newapollo to call VM Faults, and they should arange a replacement box for you. Please post back if you encounter any issues with this... (we can't do anything about the call queues, unfortunately)

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Re: DVR ERROR - NEW BOX NEEDED

A new box being sent out - hopefully- had a text conversation with virgin. 
just a bit p’ed off that I received equipment on 6/11 but there was a fault activating it - didn’t get any WiFi or hone phone until 10/11 and no TV at all - hope bill is adjusted accordingly 

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