on 11-03-2022 16:39
Area 31, we had a power cut earlier and both V6 boxes lost all channels. Boxes seem to be working ok but all channels are down showing error code W02. Service status doesn’t show any issue. Anyone else in area 31 with similar problem
thanks
on 11-03-2022 16:45
Hi @ten-tenths
Is there anything on the automated Service Status number 0800 561 0061?
This often gives details of more local issues down to postcode level.
on 11-03-2022 16:49
@ten-tenths wrote:Area 31, we had a power cut earlier and both V6 boxes lost all channels. Boxes seem to be working ok but all channels are down showing error code W02. Service status doesn’t show any issue. Anyone else in area 31 with similar problem
The area codes are a billing reference and have nothing to do with your services.
Are you using the online service status, or the automated phoneline 0800 5610061? The automated service often gives more localised answers which are often more reliable for off-service situations.
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on 11-03-2022 16:51
Nothing reported on that number, if I go through the online checker it says intermittent signal issue, try channels again in 24hrs
on 11-03-2022 17:28
@ten-tenths wrote:Nothing reported on that number, if I go through the online checker it says intermittent signal issue, try channels again in 24hrs
Probably best to assume then, that your fault is either as-yet-unidentified, or is specific to you.
In either case - either call into faults (150 from a VM phone or 0345 4541111 from any other phone) or wait here for a staff response. That might take a couple of days, I'd always recommend calling in if you're off-service in any way.
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on 11-03-2022 17:28
Is your Broadband working?
If both TV & Broadband are still down I suspect the optical node controlling your network segment, which may be up to 1km away, may not have had its power restored yet.
Our optical node is in an adjacent housing estate & on rare occasions they lose power & we don’t we still lose our services.
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on 11-03-2022 18:51
Thanks all.
engineer coming out on Monday. Broadband is working ok, the V6 boxes seem to operate ok, I can watch recorded content, home and guide works ok just no channels at all. We had a series of very quick off / on power cuts so possibly something in the local network didn’t come back up.
on 11-03-2022 21:40
If there is something (as yet) undiagnosed in the local network, then the fix may be expedited if/when enough of your neighbours have the same problem and report it. If a certain number of customers in the same area get tech visits booked for the same issue, it does trigger additional checks.
Unfortunately, too many customers "suffer in silence" with these sorts of things.
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on 12-03-2022 07:34
Channels slowly came back up last night, I just had a text message to say the network problem is fixed but we have massive pixelation on all hd channels. I keep the engineer appointment for now.
on 12-03-2022 07:50
Of course, VM think they have solved the issue so they have now cancelled the engineer visit 🤬