Failed V6 box - how to action replacement

[Al_Chemist]

My V6 box appears to have expired. I’ve had it a long time so it’s no surprise - nothing lasts forever. However I’m flummoxed as to how I can get it replaced. It’s been a little flickery the last couple of days but today it got much worse with both intermittent sound and picture loss - this was present on both live and recorded programmes which made me think it might be the box and not the feed. A few box reboots did not improve things and then at the last attempt I got a screen of green “mush” and then total failure. The power led is on - but nobody’s home - TV reports no video signal. Just to be sure I tried a different HDMI input and also a different HDMI lead but with no luck. TV is fine via external aerial or Amazon stick. Broadband also unaffected. So my conclusion is a failed box. Called 150 to report a TV box fault and was texted a link to click for remote fault diagnosis. At no time was there an option to talk with one of those, what are they called, real people. So I clicked the remote link and the diagnosis began at my area level then my box. Won’t be long now, it said as the Virgin media “infinity” logo rotated and rotated - and rotated. After 40 minutes I gave up. So that’s that then - no progress and no option to progress things.

I’m posting here because I know there a real people (and very helpful ones) who will see this. How can I action a box replacement?

[japitts · Accepted solution]

I have a feeling the option to receive a text to self-diagnose is just that, an option - so choose whatever other option  is offered. Failing that, immediately after receipt of the text, callback and there's a good chance the option won't be offered.

If all that fails, VM staff should respond on this forum in a day or so.

[roy247]

You can call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone, choose the option to report a fault, then ignore all the other options offered and you should then be placed into a queue to speak to someone.

Another option is to wait for one of the forum team to pick this up which might be 2 to 3 days' as already advised by japitts, if you try calling again best time to call would be around 8am when they open.

[Al_Chemist]

Thanks guys. Held on the line as advised and got through to an advisor. Have technician visit booked for tomorrow. No need for further action. 

[Green_Laner]

Did they resolve the issue?  My box has had a few months of flashing/flickering, and this morning, no picture at all.  Tried different HDMI cables, different ports, a different TV!  Advice from Virgin is to replace the cable --> clearly not listening to my input that I'd already done so.  I think I need a replacement V6 box, what did they do for you?

[Matthew_ML]

Hey Green_Laner, thank you for reaching out and I am so sorry to hear about this, also a very warm welcome to the community.

Let me send you a DM so we can look into this box issue for you. 

[Al_Chemist]

Yes, I had a new V6 box installed by a VM technician. Zero problems since.