Package change and W02 error?

[Mandy296]

I've recently renegotiated my virgin contract which has involved me moving from the old Oomph package to a new one, I think Volt with biggest TV bundle as I have separate O2 contract. In the last few days I seem to have lost BBC3 and BBC4, possibly some other channels, with a WO2 error, I've done the usual things of checking the cables, rebooting etc with no luck. Tried running a diagnostic check, but got this message. Is it normal to lose channels while going through a package change? It was just getting a better deal rather than fundamentally changing the package,  and it's free view channels that seem to be missing anyway. Incidentally,  I have 2 TV boxes and channels are missing on both

 

[nodrogd]

W02 is a signal fault, not a subscription error. If you have issues with Sky Arts HD & ITV Be HD as well then one or more broadcast muxes is not being received with sufficient signal to decode the channels.

Give faults a call, as in most cases a technician will need to visit to rectify this.

[japitts]

As good a time as any, to provide my standard response to any "my picture is pixellating" query - pixellation is indicative or poor signal, W02 is a loss of signal. Neither of these have anything to with your change of bundle/package.

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.

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.

[Mandy296]

Can't imagine it's a box issue as it's a problem on both.  Frustrating not to be able to run diagnostic, and if it really is a signal fault  the message I get when trying to run a diagnostic telling me to "hold tight" seems misleading and unhelpful and would delay me from raising as a fault which is what it would appear I need to do

[Ilyas_Y]

Hey @Mandy296, thanks for reaching out to us.

Sorry to see this occur on your TV after the package change.
It may be due to the package change and I will investigate further to see what has gone on by sending you a private message.
Watch out for the purple envelope 🙂

Kind regards.