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Re: Green screen

Tuning in

Hi my lounge v6 box has just gone onto the green screen saying it’s detected a serious fault and to leave it for 3 hours I went through my app which says it’s detected an issue with my box but doesn’t tell me what to do next. so what do I need to do ? I’m disabled so can’t do much physically thank you 


Up to speed
Hi, you need to contact virgin media and get them to send a technician to you, I guess that you need a new box, same as myself.

Very Insightful Person
Very Insightful Person

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 150 from a Virgin landline or mobile, or 0345 454 1111, but best to call at 8am when lines first open to avoid call queues.

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.

Replies from the following methods aren't instant, roughly around 4 hours at times, often longer, as telephone calls take priority dependent upon staffing availability and call queues You can also text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112. 

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

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi @kerry7,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm very sorry to hear you've been experiencing some issues with your TV box recently. Is this issue ongoing for you today, or have you since been able to speak with the team?


Zach - Forum Team
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thanks for the reply, but I had the box replaced yesterday. 

Forum Team (Retired)
Forum Team (Retired)

Hey juststeve, thanks for your reply and for confirming this.

Glad to see it's been resolved and you had a new box from us, please let us know in case you face any issues with this in the future.

We're always here to help.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi thanks for your reply I phoned virgin media and they sent a technician out the following day he didn't even turned it on her replaced the box immediately. Thank you for your reply 

Thanks for help and your reply. Virgin media sent someone out the next day and I have a new box thanks 

Hi i got hold off virgin media the sent a technician out the following day and the box was replaced thank you so much for your message

Thanks for coming back to us kerry7 and I'm glad that your issues have now all been resolved 🙂

Kind Regards,