Forum Discussion

billywalsh57's avatar
billywalsh57
Joining in
2 years ago

Problem with Tv solid green screen. Help

Hi I have a problem with my TV. 
It got a green screen saying there’s a problem with the DVR and they are attempting to fix it this was last night about 7pm and still isn’t working Saturday morning. 
This happened before on the 9/12/23 when I got in touch with virgin they said it was the TV.

Need some help with this. Please 

 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi billywalsh57 

    The, "the DVR has detected a serious problem and is trying to fix it; do not switch off for 3 hours”. message is commonly known as the green screen of death. It means that your hard drive has failed. It's not very often that the box is able to recover from this, and if by some miracle it does, then it's only a  matter of time before it fails completely.

    You should try speaking to faults again, although best time to call is around 8am when lines first open and are least busy.

    The IVR should recognise that you've already called and place you into a queue to speak to the agents.

    If you hear the automated response asking you to press 1 for the link to online support etc then ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

    Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi billywalsh57, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with your box displaying this error. As mentioned by newapollo, this is something we'd need to get an engineer out for as it's not something we can resolve remotely. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,