Menu
Reply
Highlighted
  • 40
  • 3
  • 1
Dialled in
199 Views
Message 1 of 8
Flag for a moderator

S102 - no customer service - no service issues.

TV was cutting out so rebooted the V6 

Got stuck on channel loading at 33% and now gives Error S102

Called 150 to have an automated message say that the call centre was closed due to COVID ( Our company UK call centre has been open without fail since lockdown ) yet sales and retentions pick up the phone ( eventually )

The automated message directs you to the www.virginmedia,com/faults page but that in turn just leads back to 150....

0800 number lists no known faults

service status page lists a fault for TV but for TVGO not Tivo.

So how do I log a fault?

 

 

0 Kudos
Reply
Highlighted
  • 40
  • 3
  • 1
Dialled in
190 Views
Message 2 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

And yes i have done all the usual self help stuff.

Rebooted 3 times

Run the status check online which says it's having difficulty connecting

Run the status checks on the V6 box which all run fine

 

0 Kudos
Reply
Highlighted
  • 5.21K
  • 652
  • 1.02K
Very Insightful Person
Very Insightful Person
176 Views
Message 3 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

Self-help with V6 connection issues are mainly to make sure you have 2 separate working connections.

The incoming co-ax carries the TV signal, the box also needs a stable internet connection via your homehub. Ideally this is Ethernet, but WiFi can work too. Also make sure there's no local reported issues - 0800 5610061 can do this.

If all that's in place, then I'm afraid the best advice is to be patient & persistent with VM C/S (who undoubtedly have issues at the moment)

They reopen at 8am each day, if you fancy getting in early 🙂

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 40
  • 3
  • 1
Dialled in
166 Views
Message 4 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

The support phone message when I rang at 7pm ish said due to COVID they are closed, so is the message just inaccurate , incomplete and misleading?  

 

 

0 Kudos
Reply
Highlighted
  • 40
  • 3
  • 1
Dialled in
164 Views
Message 5 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

"Im Sorry but due to Corona Virus our call centres are currently closed"

0 Kudos
Reply
Highlighted
  • 4.51K
  • 469
  • 787
Community elder
163 Views
Message 6 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

Hi they open at 8am tomorrow as stated. Regards Micky
0 Kudos
Reply
Highlighted
  • 40
  • 3
  • 1
Dialled in
162 Views
Message 7 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

As Stated on the website.

They are not open until the stated time, nor is the closing time communicated. 

 

Call us

Call 150 from your Virgin Media phone or mobile or 0345 454 1111 * from any phone

Monday to Friday, 8am until 9pm
Saturday 8am until 8pm, and Sunday 8am until 6pm
 

*For call costs to our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles may vary.

 

0 Kudos
Reply
Highlighted
  • 4.61K
  • 184
  • 251
Forum Team
Forum Team
61 Views
Message 8 of 8
Flag for a moderator

Re: S102 - no customer service - no service issues.

Hi twin--turbo,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue you're having with your Tv Service. 

 

I do wish to help with this so I will private message you so we can look into this. 

 

^Martin

0 Kudos
Reply