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!
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.
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.
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.
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.
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.