The green screen means your hard drive has failed and you will need to contact VM for a replacement box.
Have you tried signing into Service status at the top of this page and run a test against the TV box? By doing this VM should be able to send a signal to your box and try to repair it.
If that doesn't work then you need to contact the Faults team.
You could 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.
You can also call 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) butbest to call at 8am to avoid call queues
When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
I'm afraid your best solution really is to keep trying. When the IVR offers you to press any button to send a link or anything else, just ignore it and hold on the line. If the IVR smells any blood with getting you off the phone, it'll take it and chalk one up for "saving the call queues" 🙂
You can usw the text message service (07533 051809) which tends to respond after a day or so.. otherwise just so you're aware, every time there's a reply to this thread, it tends to drop down VM staff's list of posts needing attention.
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