V6 Box keeps randomly turning off or rebooting

[brooksgary70]

Virgin V6 Box keeps randomly going into standby, turning off or rebooting

This can happen maybe once a day previously, but is now doing so constantly and is now unwatchable/unusable.

I'd like to get it replaced, as his seems to be the case with these issues.

Can I do this through this forum or chat or is this only possible via a phone call to virgin?

[newapollo · Accepted solution]

hi brooksgary70,

Sorry to see you are having major problems with your V6 box.

Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to send a signal to your box and try to repair it, or send out a replacement and/or engineer.

If that doesn't work then you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) but best to call at 8am to avoid call queues 

When calling Faults hopefully the system will recognise that you've used the online faults checker and place you into a queue for an agent to pick up, rather than going through all the automated tests .If that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

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.