We were watching tv as normal when our V6 box suddenly restarted itself. It showed the Welcome screen and then shows the "Starting Up..." screen with a white light on the Standby button, then this turns into a White and Red flashing light with no change to the screen. It stays like this for more than 8 hours. I have so far: Powered off and on using the rear power switch - no difference Removed the power lead for 5 minutes, then powered on again - no difference Held channel + while powering up until Welcome screen shows. Shows downloading firmware icon then repeats problem as above. Held channel + AND Standby button - same effect as above.
I have had set-top boxes since 1988 and I believe this one has been bricked. Something similar happened a 5 or 6 years ago.
If you wish to post me a new one, I will install it myself to save an engineer visit.
I have tried calling but have been left on hold for 2 hours.....
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) butbest 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.
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