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Green screen - error message

Hi, I have received a green screen error message on my virgin box. I’ve tried to switch it on and off but nothing is working. The error says the DVR has detected a serious fault and is now attempting to fix it. 
I had that message 2/3 times and now I’ve just a black screen with ‘starting up’ on it. 
My tv doesn’t seem to recognise the virgin box now. 

I have tried to call but seems no one is available to help! 

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Message 2 of 3
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Re: Green screen - error message

Hi Lferrie,

I'm afraid a green screen usually means your hard drive has failed.

You need to contact the Faults team.

You could try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

You can also call  150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues - they close at 8pm weekdays.

When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

Or you can wait here for a member of the Forum Team to pick this up for you, but it may take a few days.


The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Message 3 of 3
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Re: Green screen - error message

Hi there @Lferrie 


Welcome to the community and thank you for your post. Sorry to hear you're having issues with your V6 box. I've had a look in to the account and I can see that there are issues and we would need to send a replacement box, or a tech. 


I'll private message you now so that I can get this ordered for you. 





Hollie - Forum Team

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