Faulty tivo box

[im1959]

Having problems with my v6 box , picture keeps flashing up colours , sometimes picture breaks up , tried re-booting several times , been going on for over 4 weeks , reported it and asked for an engineer to come out but was robbed of with the excuse they are doing essential  maintenance work , I dont think so ,not for over 4 weeks , they said they wont send out an engineer , how do I book an engineer .

[roy247]

You could check your service status in your My Virgin Media account or try 0800 561 0061 which should give you problems down to post code level if they are known about or are any.

If nothing is showing you can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

[japitts]

Colour & tint issues such as what you describe, can sometimes be caused by issues on the HDMI chain - so eliminate that by changing your HDMI lead and also port on your TV.

If it only affects particular sources such as live TV but not, for example, OnDemand or recorded programmes, the fault is likely to be on VM's side.

[Kath_P]

Hi im1959,

We're sorry to hear about the issues you have been having with your V6 box. 😔

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

• ➡ Fault reference number: F011169495
• ➡ Estimated fix time: 01 FEB 2024 11:10
• ➡ Description: Status report  ||  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

Whilst the fault is open, we would not be able to book an engineer visit as it would be cancelled. Please let us know how things are once the fault has closed. 

If there is anything else we can do, let us know. 😊

Thanks,

[japitts]

If you're still getting issues after the above fault has been cleared, it would be extremely beneficial to check exactly which services are affected - live TV? OnDemand? Streaming? Recorded programmes?

Each are handled differently, and thus different faults would impact them differently. It could therefore make the difference between this being tied to a known fault or being a separate issue.