Error code W02

[AnotherUser]

Hi,

I am getting the dreaded screen pixelation and W02 error on both my V6 and TIVO boxes. They occur at about the same time on both boxes, and affect the same channels on each. In addition the problem seems to occur at about the same time (19:30) every evening.

I have tried all the recommended tries to fix the problem, but to no avail - the problems persist (although it seems that everything recovers itself later in the evening or by the morning).

The fact that it affects both boxes at the same time suggests that the problem is external - before I start getting on to VM, has anyone had a similar problem, and if so, how was it resolved?

[japitts · Accepted solution]

W02 is a classic TiVo-software loss of signal error, so the standard advice to pixellation queries applies..

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If nothing's reported, assume VM don't know about your fault and ideally you'll need to call them.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service". Alternatively you can wait on here for staff to respond, which may take a day or so.