Virgin Media Community

[wolvesfcfan]

Hi, last few days my v6 box is stuck in a welcome screen loop. Occasionally a box with a downward arrow appears but then goes back to the welcome screen.

Does anyone know how I can get the box to boot up and watch TV again please?

[newapollo]

The down arrows usually indicates a failed download. 

Double check that the white coaxial is plugged in snugly.

Unplug the box and leave it switched off for 10 minutes to try and force a new software download.

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. Having said that, if it fails you'll need a new box anyway.

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 the above doesn't help then you should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (TV Faults) but best to call between 8am and 10am to avoid call queues, or late afternoon around tea time

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

Ignore all 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 and send out a replacement box.

[japitts]

The quickest way to report what is almost certainly a faulty box is to call VM and do so. 150 from a VM phone, or 0345 4541111 from any other phone.

Alternatively you can wait on here for VM staff to respond, but that may take a day or so.

Your box clearly has a failed software drop and there's a very strong chance it will need replacing.