W02 error message

[sreilly]

Hi, I've had the same issue for a week now. I've had a new v6 box sent out but I can get even fewer channels now. I've just phoned 150 and the woman tried to tell me that I have to register for BBC iPlayer and ITVX to make it work which is obviously wrong.

We've now been escalated to a L2 team for someone to run further checks but I think we need someone to come out. We've been without a full service for a week now, can I get an engineer ASAP?

[japitts]

W02 is a TiVo-software loss of signal error, what was the reason for the replacement V6 being sent to you? Most fault replacements are done by tech visit in order to expedite the install & recovery.

And on the basis that yours wasn't, did the box ever work? You're certainly correct to believe that registering for a streaming service is a reasonable short-term workaround, but not a fix.

[Kath_F]

Hi sreilly, 

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 V6 box. Taking a look at things here, there are a few errors showing and our remote diagnostics are not forcing the box back on. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

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,