Turn the V6 off with the "rocker " switch at the back of the box and unplug for 5 minutes. Plug it in again. Then, hold the + and standby buttons (on the front of the V6) together and then simultaneously turn the box on with rocker switch, keep the two buttons pressed, and wait till you see the welcome screen appear on the TV - then release the buttons.
See if that sorts it.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Tried the steps you posted and still no luck unfortunately.. spent another 30minutes in a never ending queue and gave up!! Havent got time to sit around listen to crappy songs. This was the main reason I left virgin 6 years ago.. due to there terrible boxes. Will have to try ringing over the weekend when I got time to sit around all day..
Thanks for posting and welcome to the community. I am sorry for the TV issues. I can see that since posting you've spoke to the team and a technician is booked in for you. Please let me know how the visit goes and if you need anything further.