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maccalino
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Message 1 of 11
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No apps/on demand and limited channels on v6 box

New contract kicked in today and suddenly no HD channels and no access to apps.  Tried turning on and off, no change and online check says the box is working fine.

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japitts
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Message 2 of 11
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Re: No apps/on demand and limited channels on v6 box

You potentially have 2 separate issues.

Your apps are fed over the box's internet connection which is via your homehub. First thing's first - how is your V6 connected to your homehub, is it Ethernet (recommended) or WiFi?

Your TV channels are fed over the CoAx cable. First place to try is to follow Home > Help & Settings > Help > TV Care > "I'm missing some channels".

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maccalino
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Message 3 of 11
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Re: No apps/on demand and limited channels on v6 box

I can't access Help at all and I do have BBC1/ITV/C4/C5 and radio stations.  V6 box is on WIFI.  The error code is saying I haven't installed my box yet

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japitts
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Message 4 of 11
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Re: No apps/on demand and limited channels on v6 box

Ah-ha... a non-activated box.

Assuming your box is genuinely connected and it's not dropped off (check: Home > Help & Settings > Settings > Network, and look in the top-right)...

I'm guessing you might even have an Error 7400 Activation message. If so.. you need to call VM to activate your box. 0800 9539500 is the automated facility to do the necessary.

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maccalino
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Message 5 of 11
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Re: No apps/on demand and limited channels on v6 box

I tried the number but didn't get an automated service, just the usual "our call centres are closed due to coronavirus" - I was sent a text which took me to the test equipment page, jumped through all the hoops, clicked to say it hadn't resolved the problem and it took me back to the menu page.  I'm getting quite annoyed now after spending n hour on hold on the phone and no help through the website.  I don't understand how it could be a non-activated box when I've been using the same box for years!

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japitts
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Message 6 of 11
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Re: No apps/on demand and limited channels on v6 box

Let's check the basics then - as per my previous post, is your box connected to the internet and "online"?

Home > Help & Settings > Settings > Network, and check the top-right.

If it shows connected ok, what's reported in the top-left where the regular "calls home" are timestamped?

Also try the service status line - 0800 5610061 which often lists localised area faults.

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maccalino
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Message 7 of 11
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Re: No apps/on demand and limited channels on v6 box

Yes it is connected - top left says Next attempt 18.59 today last attempt 13.29 today status succeeded

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maccalino
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Message 8 of 11
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Re: No apps/on demand and limited channels on v6 box

I'm thinking VM have turned this box off as we had 2 extra boxes and now only have one. 

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japitts
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Message 9 of 11
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Re: No apps/on demand and limited channels on v6 box

Ah, you didn't mention a reduction in the number of boxes in your house 😉

I assumed (fatal mistake on here!!) that your "change of contract" was a mere bundle change.

In that case, if the wrong box has been deactivated you will need to call C/S with serial numbers of both boxes. You could try swapping them in the meantime 😉

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maccalino
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Message 10 of 11
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Re: No apps/on demand and limited channels on v6 box

Yes, I will have to dig the old one out of the attic I think.  No chance of getting any help from Virgin - all roads lead to dead ends and wasted hours now trying.  Thanks for trying to help though, appreciate it

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