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philh2
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TiVo V6 disk drive faulty. Need replacement TiVo box as soon as possible!

How do I get TiVo V6 box replacement? 

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newapollo
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Re: TiVo V6 disk drive faulty. Need replacement TiVo box as soon as possible!

You need to explain the issues you are having. They may be box related and easily solved. The issues may be caused signal problems. What error codes do you see when the issues arise. Does it just affect recordings, or is it also live TV or catch up?

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there. This can sometimes solve the issues, or offer a replacement or engineer visit.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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philh2
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Re: TiVo V6 disk drive faulty. Need replacement TiVo box as soon as possible!

There is no issue watching live TV or catch up programs, the issue is only seen during playback of recorded programmes whereby the playback intermittently freezes for between a few seconds to several minutes, or sometimes a recorded program fails to play at all. I have also noticed some image pixelating during these playback freezes or sometimes just a blank screen is seen.

There are no current service issues affecting my area and the diagnostic tests have been run successfully several times, all the indications point to failing disk drive in this TiVo V6 box.

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newapollo
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Re: TiVo V6 disk drive faulty. Need replacement TiVo box as soon as possible!

Hi again,

That definitely does sound like a faulty hard drive. You would therefore need to contact the VM Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues as it will probably need an engineer visit.

When calling Faults you will get the automated response asking you to press 1 for the link to online support, perform tests, reboot etc. Ignore 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. Make sure you tell them you've performed all the online tests, the issue is still the same despite rebooted reboots and all cabling has been checked.

You could also 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. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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japitts
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Re: TiVo V6 disk drive faulty. Need replacement TiVo box as soon as possible!

How about when you pause live TV? That also plays from your hard drive.


@philh2 wrote:

and the diagnostic tests have been run successfully several times, all the indications point to failing disk drive in this TiVo V6 box.


Out of interest, which diagnostic tests? You're most likely correct in your diagnosis, I'm just curious 🙂

Your next port of call should be VM Faults. 150 from a Virgin phone, or 0345 4541111 from any other phone.

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