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Need to re-activate TV box

gj_74
Joining in

on ‎05-01-2023 13:46

Our box appears to have been de-activated as not been on for over 30 days, it has been plugged in but on standby which it automatically does when the TV is switched off which is annoying anyway.

It is also annoying that it de-activates even though we are still paying for the service?!

Spoke to Virgin who have arranged an engineer to come out but surely it can just be re-activated remotely? Especially considering it has been de-activated remotely!

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6 REPLIES 6

japitts
Very Insightful Person
Very Insightful Person

on ‎05-01-2023 17:08

I would agree that most remote changes should be able to be corrected remotely also - you may find that calling back and speaking to a different agent, is the solution here.

Make sure you have the V6's serial number when you call.

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gj_74
Joining in
In response to japitts

on ‎05-01-2023 17:21

Thank you for your reply.

I’ve been going round in circles on the automated telephone system this afternoon and still couldn’t get through to speak to a person. A direct telephone number for technical support would be really useful.

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japitts
Very Insightful Person
Very Insightful Person
In response to gj_74

on ‎05-01-2023 17:35

The trouble is, that if & when that number were published, everyone would use it..

Try the standard CS number 0345 4541111 (or 150 from VM), after choosing the "I have a fault" options.. press nothing, select nothing, just wait.

The queue should beckon.

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newapollo
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Very Insightful Person
In response to gj_74

on ‎05-01-2023 17:37

Hi @gj_74 

There isn't a direct number for tech support. You can try 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

You could also try calling 0800 953 9500 to re- activate the TV box.  Have your account and area number handy, and the box serial number.

 

Dave
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nodrogd
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Very Insightful Person
In response to newapollo

on ‎05-01-2023 18:46

Boxes will normally not de-activate in standby mode. However, as with any electronic item, they can become frozen & unresponsive & need to be rebooted in order to operate as normal. This is the likely scenario, & if VMs servers have lost communication with the box for several weeks the usual anti-theft security measures kick in, meaning reactivation is required.

VM BB TV Landline. Vonage 2nd line. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Customer since 1993

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gj_74
Joining in

on ‎06-01-2023 13:45

Thank you all for the replies.  Having finally managed to speak to someone, it appears we do need an engineer to come out.

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