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TV issue for over a week.

TeepsandPeeps
Tuning in

Hello,

We have had an issue with our TV for over a week. The checker service has said there is an issue but the date for it to be resolved keeps changing and it looks like it will be over 2 weeks before it is resolved. There is no further information and we have not received any communication from Virgin about this.

We cannot watch Netflix, or stream TV and most of our planed recordings are no longer set to record.
When I try to connect the error shown is the Network Cable is unplugged, which it isn't

Can anyone advise on this issue.
Obviously we are expecting a refund for this inconvenience but not getting any communication from Virgin is simply not good enough.

Thanks in advance. Screenshot 2024-05-17 at 20.12.38.png

 

IMG_3796.JPGIMG_3795.JPG

4 REPLIES 4

newapollo
Very Insightful Person
Very Insightful Person

Hi @TeepsandPeeps 

The online error message only refers to issues with Pluto On Demand and is affecting other geographical areas apart from yours.

It isn't related to the N27 error.  Are you having any other issues with your internet connections?

It's possible that the ethernet cable has either broken or come lose either in the hub or the back of your V6 box. Have you tried unplugging the ethernet cable from both devices and then pushing it in again firmly? 

Also try using a different ethernet port on your hub.

Depending on the wifi signal strength in your property you could also remove the ethernet cable from your V6 and set up a wireless connection instead via the network settings

Dave
I don't work for Virgin Media.
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SpacePhoenix
Fibre optic

Do you have another device like a laptop that could be plugged into the Ethernet cable used for the V6 to test that there's no issues with the Ethernet cable?

japitts
Very Insightful Person
Very Insightful Person

As mentioned by others, the TV fault on your status page has nothing to do with the issues you're having - which looks to be an in-home issue not related to VM's incoming service.

Your V6 gets an internet connection from your home-hub, it's that where your issue lies. A lack of internet connection causes VoD to fail, but more importantly the EPG fail to update - which causes your failed recordings. A V6 does have the option to set manual recordings which will always work regardless of online status.

I presume your V6 is using an Ethernet cable to connect, which is the recommended method. Does the same ethernet cable work with other wired devices? If you remove the Ethernet cable from the V6, it should fail over to wireless - and then reseating it force a reconnection. Does it?

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Daniel_Et
Forum Team
Forum Team

Hi @TeepsandPeeps, thank you for your post.

We're sorry to hear about the issues you've been having 😔

How have things been since you posted? If you're still no further forward, have you tried following the advice provided by @newapollo, @SpacePhoenix and @japitts?

Advice on how to fix TV issues can be found here. You can also get help on the error code you're seeing here

Please pop back to us at your earliest convenience.

Regards,
Daniel