Hi, since yesterday evening my box has been stuck on the ‘Starting up’ screen and just doesn’t go any further. From previous posts I can see it’s happened to a number of people and the solution has been a new box is needed. I have reset mine several times but no change, so I’m assuming a new box is the only way to get things working again?? Any help much appreciated.
Unplug the box from the wall for 10 minutes and try again. If that fails then you should call 150 from a Virgin landline/mobile, or 0345 454 1111, option 2 (Faults) butbest to call between 8am and 10am to avoid call queues, or late afternoon around tea time
When calling Faults you will get the automated response asking you to press 1 for the link to online support etc, 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 resolve the problem.
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Hi, they are due to send an engineer tomorrow morning. I am hoping they will have a replacement box with them as I really wouldn’t want to have to them wait longer for another box to be sent out to me. Is an engineer likely to have new boxes with them?