Menu
Reply
Highlighted
  • 493
  • 3
  • 6
Up to speed
606 Views
Message 1 of 10
Flag for a moderator

Faulty V6 Box

Hi VM team, can you arrange for a replacement V6 box to be sent out as the one I have has a faulty HDMI connection.

Have tried multiple cables and issue persists but if we wiggle the cable at the back of the box end the picture improves. The issue we have is picture is fuzzy/snowy so looks like a poor connection.

0 Kudos
Reply
Highlighted
  • 3K
  • 177
  • 240
Forum Team
Forum Team
537 Views
Message 2 of 10
Flag for a moderator

Re: Faulty V6 Box

Hi Spoony36, 

 

Thanks for your post, sorry to hear you're having some issues with the box.

 

Have you been able to get this sorted since your post?

 

If not, let me know and I can take a closer look at things.

 

Alex_Rm

0 Kudos
Reply
Highlighted
  • 493
  • 3
  • 6
Up to speed
507 Views
Message 3 of 10
Flag for a moderator

Re: Faulty V6 Box

Hi

Issue still persists I'm afraid, sometimes the picture is fine but most of the time the picture is snowy and we have to wiggle the HDMI connection on back of box so I am assuming as the box is relatively old now their is a poor connection.

0 Kudos
Reply
Highlighted
  • 493
  • 3
  • 6
Up to speed
485 Views
Message 4 of 10
Flag for a moderator

Re: Faulty V6 Box

20191130_105142.jpg

I have had to shrink the picture due to limitations on this site.

Have tried 3 brand new HDMI 4k cables and issue persists

0 Kudos
Reply
Highlighted
  • 3.25K
  • 135
  • 191
Forum Team
Forum Team
482 Views
Message 5 of 10
Flag for a moderator

Re: Faulty V6 Box

Thank you for the update, we'd just like to attempt a few more fixes before we take a look into the account to possibly book a technician visit or replacement for you.

 

Could you please try to refresh the V6 by following the below steps:

Home> Help&Settings> Settings> Network> Connect to Virgin Media Service Now

 

Could we please also confirm if this is consistent on all live channels and when using applications? Or is it certain channels/applications? 

 

Thank you, Emily.

0 Kudos
Reply
Highlighted
  • 4.33K
  • 454
  • 757
Community elder
469 Views
Message 6 of 10
Flag for a moderator

Re: Faulty V6 Box

Hi I feel it would have been better to have phoned so they could have tested the box while you are on the phone and if necessary arrange for a engineer to come to you and replace the box, as it is now this "conversation" will go back & forth.Regards Micky
0 Kudos
Reply
Highlighted
  • 493
  • 3
  • 6
Up to speed
379 Views
Message 7 of 10
Flag for a moderator

Re: Faulty V6 Box

Hi

 

Have tried this, did a full reset and issue persisted.

So as a last test I brought my other box down from the bedroom and issue vanished so I think this confirms the box is faulty.

Can you arrange a replacement and I'll send the faulty one back?

0 Kudos
Reply
Highlighted
  • 15.75K
  • 1.65K
  • 2.69K
Very Insightful Person
Very Insightful Person
363 Views
Message 8 of 10
Flag for a moderator

Re: Faulty V6 Box

Phone it in.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Highlighted
  • 493
  • 3
  • 6
Up to speed
349 Views
Message 9 of 10
Flag for a moderator

Re: Faulty V6 Box

Guessing I'll have too but wanted to avoid the call centre if possible as they will do their script.

Turn it on, turn it off... we will run some tests.....oh we cant find any faults....we will send an engineer.

I suppose I could try to reduce my monthly cost at the same time, currently paying £90 a month with no movies or sports channels so time to haggle i guess.

0 Kudos
Reply
Highlighted
  • 6.1K
  • 311
  • 541
Forum Team
Forum Team
301 Views
Message 10 of 10
Flag for a moderator

Re: Faulty V6 Box

Hi Spoony36,

 

Thanks for posting. I am sorry for the TV box issue you've had. I can see from running a check in the background we will need an engineer visit for you.

 

I'll PM you now to arrange. Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply