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New TV V6 Stuck on Welcome / Starting Up

Hello all,

I am hoping for some advice on a new V6 box.

Have had the V6 box for about a month. Since then, on four separate occasions the TV display has been stuck on either the "Welcome" or "Starting Up" screen (or flicking between the two), with red/white lights flashing on the V6. Once, the display sorted itself out after 15 mintues or so and I could use the TV normally. However, at all other times the TV has then been out of action for about 24 hours.

I followed the advice on Virgin's website (turning power off and on, rebooting, etc) but to no avail. Tried calling Virgin earlier today but after about an hour on hold the line cut out, so I thought I would try here instead.

Any advice much appreciated, thanks.

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Re: New TV V6 Stuck on Welcome / Starting Up

Hi chriswillaims11,

unfortunatley it sounds like it's a problem with your V6 box.

Did you phone and activate the box once it was installed? Have you tried signing into Service status at the top of this page and run a test against the TV box? By doing this VM should be able to send a signal to your box and try to repair it.

If that doesn't work then 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

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.


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