TV boxes not booting up after deleting all

[Iainrbadam69]

Engineer suggested issues between ttv boxes due to them being full of recordings. Deleted all and reset both boxes now will not boot up and switch between starting and and the welcome screen. Started process yesterday lunchtime and still have the same issues. 

[japitts · Accepted solution]

There's a known issue with the clear all function - see the sticky post at the top of the V6 section of this forum. In hindsight there would be better ways of fixing those symptoms, but all the same you're here now.

As a last ditch, turn off the V6 at switch; then on the V6 box  hold down both the power button and the +button at the same time. Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds. The box should reboot, the power button will turn blue, and it should reset and boot up normally

If that fails, you'll need to report your "My box won't boot" fault to VM by the usual means.

[Iainrbadam69]

Thanks, no luck they will not boot up and MyVirginMedia doesn’t recognise I have tub boxes. Says looks like you don’t have a tv package. 

[Iainrbadam69]

MyVirginMedia does not recognise that I have a tv package therefore unable to log failure of the boxes to boot up. 

How do you report the fault?

[japitts]

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@Iainrbadam69 wrote:

How do you report the fault?

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Same as you do any service fault..

1: Call 150 from a VM phone/0345 4541111 from any other phone - choose the options for "I have a fault", press 'owt else and wait for an agent

2: Wait around here where VM staff should respond - usual turnaround is a couple of days.

[Iainrbadam69]

Thanks, have managed to get boxes as far as installing software but they continually failed whilst configuring 

[Kath_F]

Hi Iainrbadam69, 

Thanks for your post and apologies to hear you're having an issue with your boxes. 

We're sorry to hear you were advised to do this. As mentioned above, we're aware there is an issue causing this to happen on the boxes. 

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 private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Iainbadam69,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available engineer appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24 hours have passed, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
• The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment, you can do this online or via the My VM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email. 

Lets us know how the appointment goes. 

Take care.

[Iainrbadam69]

Thanks, it will be interesting as literally just had a salesman at the door from another provider trying to sell broadband, who apparently can guarantee 440mb throughout the house. They have installed full fibre in the area. The test the undertook had my broadband at 600mb at the router upstairs but down to 51mb downstairs. 

[japitts]

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@Iainrbadam69 wrote:

The test the undertook had my broadband at 600mb at the router upstairs but down to 51mb downstairs. 

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So you have full speed broadband but poor WiFi. Pop some details into https://community.virginmedia.com/t5/Networking-and-WiFi/bd-p/Wireless 

If you're getting the advertised speed next to the router, then you're at the mercy of the radio environment in your home - something no broadband supplier can directly control and just needs better/more wireless equipment.

Use the WiFi forum - users who have expertise in that, may not read posts in this TV section. That, and trying to fix two unrelated issues in one post could easily become confusing.