No HD channels available... signal or v6 box issue?

[giramel]

Every time I try to watch an HD channel,  I either get told to "Watch on +1" or a black screen with a message that says "There is a problem with the signal on XXXXXX (channel name) .  Please reboot your Tivo box (it's actually a V6 box.) If this keeps happening, please visit virginmedia.com/tvcode and enter Error Code (W02)." I have tried rebooting and visited W02 on the tvcode page many times and followed the instructions there dozens of times, but to no avail. So nowadays I watch the BBC Ten O'clock news on iPlayer, because HD channel is not available (but iPlayer is also available on Freeview so there's no need for Virgin Media....) 
All the non-HD channels work without problem.
An engineer who visited in late 2023 went to have a look at the box outside, said it's some network signal issue and that he'd call the network team to improve the signal... but the situation has not changed.
I'm getting frustrated because I'm paying a lot of money to get the services I'm supposed to be receiving in my package, but I'm not. I want to get to the bottom of the problem, but I'm not sure if this issue is the v6 box or the signal? If it's the v6 box, will it fix the issue by ordering a replacement?

[japitts · Accepted solution]

W02 is a TiVo-software loss-of-signal error, so the same advice applies as per "my picture is pixellating" query....

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If nothing's reported, assume VM don't know about your fault and ideally you'll need to call them. You're paying for a fault-free service, but "what is causing the problem" is for VM for determine.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service". Alternatively you can wait on here for staff to respond, which may take a day or so.

[giramel]

Thanks for your help, I called 0800 5610061, nothing was reported in my area so I called 150 and now have an engineer visit booked in 😊