Forum Discussion

jenfamily1's avatar
jenfamily1
Dialled in
8 months ago

V6 box connectivity issue

PLEASE Please, please can I ask a moderator to address this issue?

As if it wasn't frustrating enough recently not being able to get the V6 box to automatically show the Virgin interface when the TV is switched on & having to keep rebooting it from the power socket. I tried six times to phone Virgin, each time there was no option other than them wanting to send a text, until finally I pressed the option for accounts and an Asian gentleman spent an hour repeatedly asking me over & over for serial numbers, Mac ID which was difficult to read upside down beneath the V6 box! Eventually he tried to say there were no issues despite my asking for an 'engineer' to come to check the box. He wouldn't arrange this unless I agreed to pay £25.I pay almost £100 per month for my service and I've never known it to be so difficult to get anyone to check if I have a faulty box. This equipment is basically rented from Virgin so why can't they maintain it? My contract expires October & the way I feel now is not to renew any longer.I've been a customer for about 15 yrs.

 

  • japitts's avatar
    japitts
    Very Insightful Person
    8 months ago

    What's the underlying issue you have with your V6? I'm reading the problem as "get the V6 box to automatically show the Virgin interface when the TV is switched on" - is that right?

    A V6 defaults to the live TV view. The menu system has a timeout from the last key-press.

    • jenfamily1's avatar
      jenfamily1
      Dialled in
      5 months ago

      Hello japitts

      Apologies for not replying sooner. Your message was in the 'spam' and didn't show in my email program but only when I just logged into Virginmedia via my desktop. Since June the box & TV has been behaving ok. At the time back in June a succession of 'turn on' failed to get the Virgin menu and a few times as I was about to turn off at the plug it suddenly 'jumped into life' So to answer your question, Yes I had problems getting the interface. The TV is a Sony Bravia and I admit is getting old but is still in good working order. I doubt it was anything to do with the box

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    8 months ago

    If you are wanting the TV to be showing what is on Virgin at switch on, this varies depending on the TV you are using. Some accept the automatic switching signal from the box, some don’t. With some, if you switch on with the remote using anything other than the standby button, the TV will assume you want a TV channel & not an HDMI or other input. This is very rarely a fault with the box, so make sure it’s not an issue with your TV, or you will be charged for any engineer call-out.

    • jenfamily1's avatar
      jenfamily1
      Dialled in
      5 months ago

      Hello nodrogd

      I apologise profusely for not replying to my post back in June. I had no notification of this via my email inbox and only today when logging in via Virgin's website did I find your helpful reply in 'Spam'

      99.9% of the time my 'Sony Bravia' TV ( although getting a bit old now ) automatically accepts the box. I always have the TV set on HDMI any way. There were quite a few instances where nothing happened back in June but 'touch wood' it has 'behaved' ok since. On the odd occasion for a minute or so, the box wouldn't connect and just as I was about to turn off everything from the plug ,it suddenly 'jumped into life'. I also now don't think this is a problem with the box.Thank you for your concern

      Steve

  • John_GS's avatar
    John_GS
    Forum Team
    8 months ago

    Hi jenfamily1 

    Thanks for posting and welcome back to the community.

    Sorry to hear of any TV issues. This does indeed sound like what nodrogd has said, when you switch your TV on, the Virgin TV box won't automatically show unless you move over to the HDMI option. 

    In relation to why there'd be a charge, this is advised on every engineer booking and there will be no charge for a visit unless:
    •              The engineer diagnoses the faults as not being caused by our network/equipment 
    •              The engineer discovers that the fault or problem relates to your equipment
    •              The engineer discovers that the fault or problem relates to any system that we are not responsible for
    The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment;

    Keep us posted.

  • SpacePhoenix's avatar
    SpacePhoenix
    Fibre optic
    5 months ago

    Do you have the box in standby mode sometimes? Maybe when it's in standby mode it's not sending enough of a signal for the TV to see it. Does your TV have a menu option where you can set what HDMI socket comes on by default when it's turned on?