We have the green screen of death on one of our virgin boxes. We have raised this with Virgin Media and they have said there is an ongoing issue in our area that's been in place since December 2020. Until this is fixed they cant do anything about our broken box?! The issue would have been impacting our broadband services since December. The broadband has been terrible for months now. I put this down to everyone being at home and went out and purchased a Mesh system and also upgraded to the 500mb package. No one at virgin mention an ongoing issue then when i signed up!!
The estimated date for a fix for the ongoing issue is the end of April and we need to call back then and discuss the TV box
The issue with the green screen is in no way related to something that's been ongoing since December and we are expected to go with no service for another three weeks at best.
Has anyone else had this response? I'm sure new customers have been set up in my area since December so the argument nothing can be done with the service until then cant stand up?
Can you just confirm to avoid doubt... you've called to report the green "DVR has detected an error" green screen, and been told this can't be progressed because of an area fault?
As has already been mentioned... this is a box failure and merits a replacement. If this is what you've been told, I'll flag this post to the forum team for attention sooner than you would have otherwise. Calling in usually going to be quicker, and may yet prove to be so (given the time on a weekend).
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Welcome to the forums and thanks for your fist post, we're happy to have you with us 🙂
I'm so sorry to hear you're dealing with an error message on your set top box, I can appreciate this is super frustrating and we apologise for any inconvenience caused.
I'm going to send you a PM so we can look into the details of the area fault and run some diagnostics for you. Please look out for a notification in the purple envelope, located in the top right hand corner of your screen.