Virgin Media Community

[PB1231]

I’ve had no internet on this box V6  for a few weeks. I have restarted rebooted many times been on your fault finding sites &still not working. But as from yesterday I have only 1 channel, I won’t change to any other . I have tried calling many many times , emailing isn’t working too. This has gone in far too long now & it needs resolving. 

[japitts]

What do you mean by not having internet? It could mean a variety of things, so can you clarify what you mean?

A V6 box connects to the internet via your homehub, so.... how is your V6 connected to your homehub? Is it Ethernet cable or WiFi?

[PB1231]

My tv is connected  a ethernet cable. I have 2 red lights on the front of my box. 

[PB1231]

Honestly this is appalling customer services.. what excuses did virgin use before COVID appeared.

[PB1231]

I have 2 red lights on the front of my V6 box, ones the internet.

[japitts]

Are you sure it's a V6 you have? Not a TiVo?

Check here if you're not sure.

[PB1231]

Yes V6 box.

[japitts]

Fair enough. A V6 gets its internet from your home-hub, it's not inbuilt like the TiVo.

I you're using Ethernet, it therefore follow that one out of the following probably applies...

1: Duff Ethernet cable

2: Duff Ethernet port

3: Your home internet (VM broadband) is down.

Given you're posting on here, I'll take 3 as eliminated for now. If you follow Home > Help & Settings > Settings > Network,  what is reported in the top-right?

If you unplug the Ethernet from your V6, what happens in this screen?

[PB1231]

It’s not the internet as TiVo (lounge) is fine. When I unplug the Ethernet cable the tv goes blank. The other red light showing is 2 red arrows, 1up1down. 

[japitts]

TiVo's don't use your home internet - they have their own inbuilt connection. V6's connect via your homehub.

Are you watching OnDemand or streaming programmes when you pull the Ethernet out?

Or are you in the network connection screen I mentioned previously?

Did you dislodge the HDMI cable somehow?