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Tv box stuck on welcome message

Hi, my tv box is stuck on the welcome message and now I have an arrow pointing down on the screen

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Re: Tv box stuck on welcome message

Hi Lochrane,

That sounds like a box upgrade has failed. Have you tried unplugging the box from the wall for 10 minutes?

One other thing you can try is  a hard reset -  BUT Please note doing this will erase all the V6 data - such as all you recordings and links.

Turn the V6 off with the switch on the back of the box and disconnect it from the mains for 5 minutes, then plug it in again.

Now hold the + and standby buttons on the front of the V6 together simultaneously and keeping the buttons pressed in turn the V6 on again with the rocker switch on the back,  and wait till you see the welcome screen appear on the TV - then release the buttons. 

If that doesn't work then it's not the words you want to hear, but you need to contact faults

That's 150 from a Virgin landline or mobile, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues or around tea time.

When calling Faults you will get the automated response asking you to press 1 for the link to online support, 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.

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. 


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