V6 box dead. Help from staff please.

[paul_taylor]

Hi,

I had my package upgraded to Maxit yesterday.

Today the box has rebooted on its own 4 times. It has just rebooted again with a big Green screen saying "The DVR has detected a serious fault. It will try to repair over the next 3hrs. Please contact support".

However its just stuck on that screen. Looks like its toast. Please can i be sent a new V6 box, or send an engineer to swap out.

Thank you.

[japitts]

Firstly the package change won't have anything to do with this fault - that's just a rotten coincidence. And secondly, the green "DVR has detected an error" message you've got is terminal - your HDD has failed and the V6 will need replacing.

How you get it sorted depends how urgently you want this resolved. You can call in on the usual number - 150 from a VM phone or 0345 4541111 from any other phone.

You're quite free to wait here for staff to respond, but you should be aware this isn't a real-time service and you might be waiting a couple of days. Other posts around this board suggest the wait for a tech visit is currently around 4-5 days in some areas, so I would recommend you call in. Otherwise you run the risk of the "wait for forum staff" to be ontop of that "wait for a tech visit".

[paul_taylor]

** Admin team.

If you do book an engineer for me. I am off every Fri in January. So any Friday is good. Thank you !.

[Kath_F]

Hi paul_taylor, 

Thanks for your post and apologies to hear you have the green screen on your V6 box. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi paul_taylor,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.