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New TV box faulty

Hi, we got virgin installed yesterday, and the TV worked OK initially. Unfortunately I then had to spend a long time trying to get the TV box to even boot up. Eventually it finally loaded and I thought that was it fixed but after watching TV for around 30 minutes, the box turned off and wouldn't turn on again. I then powered off and after a while it came back on again but it cut off again for a second time after around 30 minutes. Today the box won't turn on at all. Very frustrating. Would appreciate any advice. Thanks 

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Re: New TV box faulty

There is an outside chance a software (or other) update is trying to come down, but the box's internet connection (which is via your VM homehub) isn't up-to-scratch and it's causing issues. On that basis... how is your V6 connected to your homehub? Ethernet is best, but WiFi should be ok.

I suspect this is grasping at straws however, and you're going to end up calling this box into TV faults as unbootable.

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Re: New TV box faulty

Thanks for the reply... It came on last night and stayed on until this morning, but then just randomly turned off and had to unplug it to come back on as it wasn't responding to the remote. Seems like it is faulty. Its connected by WiFi I think 

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Re: New TV box faulty

Hi andrewhiggins14,

Sorry to see you are having major problems with your TIVO box. 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, as indicated by japitts 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.

Dave

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Re: New TV box faulty


@andrewhiggins14 wrote:

Its connected by WiFi I think 


Easy to check if the box is powered up. Follow Home > Help & Settings > Settings > Network, and look in the top-right corner.

If not, look at the back of the box at the Ethernet socket... is there a cable plugged into it that runs to your home superhub?

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Re: New TV box faulty

Thanks for the info. 

It is WiFi connection. 

I ran the test 

Service status
No issue
Our tests look good
  • Your account is in order

  • Your TV box is online

  • There is no issue in your area

  • Your TV box looks good

I'll send the text and hopefully get resolved. Thank you 

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