Virgin Media Community

[ANDYLONGS66]

Hi, recently had a package upgrade to Maxit TV, this took an online support to install eventually. Now upgrade installed and working for all channels, but now i cannot pause or record any channels. I've tried the switch on/off a few times, well every day for past week, and still the M63 error code shows. Tried getting through on the phone, but can't get through to a tech person, hence this message, anybody able to help?

[japitts]

As per https://www.virginmedia.com/help/virgin-tv-error-codes/m63 this can only be resolved by calling in.

Can you clarify what you mean by a recent package upgrade? Are you a new TV customer, if so since when? Or were you an existing TV customer but you changed packages?

I'm only asking, to clarify which TV box you're likely to be using - can you check here ?

[ANDYLONGS66]

Hi,

Package upgrade only, already have the V6 box.

[japitts]

Fair enough - just checking there wasn't a box-swap or V360/V6 changeover mixed in for good measure.

In that case, should be a simple C/S job to remedy this.

[ANDYLONGS66]

excuse my ignorance, but what's C/S?

[japitts]

Customer Services.

150 from your Virgin phone, or 0345 4541111 from any other phone.

[ANDYLONGS66]

cheers, tried that but no answer, or route through options takes you to online help and basically you reset your box and thats it. But that don't work, tried it numerous times

[japitts]

Once you've chosen the options for "I have a fault with my TV service", the IVR will offer you options to use self-serve, go online, get a text link etc

Just ignore them, don't press anything else and wait. You may need to queue.

[ANDYLONGS66]

cheers, i'll try that tmw