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TV Box Not Working - Stuck on Welcome Screen

Hello, 

I am having problems with the TV box, it remains in the startup screen, and remains there forever.  I've unplugged/turned off/disconnected all cables, turned off wifi.  It's worked a couple of times, then within an hour or so it turns itself off and the screen goes blank.  Then occasionally get the welcome screen back. 


Resetting the box didn't work. 

I've spent about 3 hours so far on hold over various calls to Virgin and not got through to anyone, and the live chat is the worst chat bot ever created.


Any way of getting this fixed so am not paying for something we can't use?


Thanks

Neil

 

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Re: TV Box Not Working - Stuck on Welcome Screen

Hi neil46a,

have you tried unplugging the box from the mains for around 10 minutes?

You could also try looking at Check service status at the top of the page and run a test on your equipment from there.

If that doesn't work then I'm afraid you need to contact the Faults team again. The lines open again at 8am tomorrow.

You could try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

You can also call  150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues

When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: TV Box Not Working - Stuck on Welcome Screen

Hey Dave,

Thanks for the quick response.  Is there any way we can schedule a call back to avoid waiting on hold for an hour with no luck?  Not sure why they make it so hard to speak to someone! 

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Re: TV Box Not Working - Stuck on Welcome Screen

Hi again neil46a,

Sorry i can't regarding callbacks, i'm just a community member the same as yourself. Even Forum Staff can't organise callbacks.

You might get one using the text messaging service but the wait times for answers are very slow.

I'm afraid you either need to persevere calling, or leave this a few days to a week and hope a member of the Forum Team pick this up for you and send out a replacement box.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: TV Box Not Working - Stuck on Welcome Screen

Appreciate the help and just tried the text message service, however I just answered a few of the bot security questions and it's now asking for my sort code.. it's the worst security ever, can't think of a single company that asks for your full sort code or account number over a text message, so open to fraud! 

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