Tv box stuck in standby

[staceysimm550]

Hi i desperatly need some help my box is stuck on orange light ( standby) since 3pm yesterday afternoon and have 4 kids to keep occupied without a tv 

I have tried all the standard things switch off unplug change batteries nothing changing 

[japitts]

Is anything showing on your TV screen when this happens? I'd presume the "Welcome" and then "Starting up" screens?

Any TV box that won't startup or is in the reboot loop, has a fault. The quickest way to report this is to call in. 150 (from a VM phone) or 0345 4541111 (from any other phone) and choose the "I have a fault" options.

[staceysimm550]

Nothings working tv wont switch on with virgin remote and havent got retail remote virgin said its a software malfunction and will be fixed 10.45 so will have to wait and see

[Alex_RM]

Hi staceysimm550,

Thanks for posting and sorry to hear you've had some issues with your TV service.

Has there been any change since your post on Thursday?

Can you confirm if there are any error messages showing on-screen?

Alex_Rm

[staceysimm550]

No just still on welcome screen 

[Alex_RM · Accepted solution]

Thanks for getting back to me,

I've been able to locate your account using your forum details and been through a few diagnostics.

It looks like an engineer will be needed, before I'm able to arrange this I'll just need to confirm a few details with you.

I've sent you over a private message (purple envelope, top right hand corner)

Alex_Rm

[staceysimm550]

All sorted virgin just sent me new box

[Hayley_S]

Hello @staceysimm550.

Thank you for the update, I am glad to see that it is sorted for you.

Hope you have a lovely weekend. 

Thanks,