Menu
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
323 Views
Message 1 of 10
Flag for a moderator

V6 box failed

Yesterday morning got the green screen saying the box would be out of action for 3 hours. Went back later and the box kept on cycling between welcome message and startup.

I have a second box in the bedroom (which was working) and swapped them over. No issues when that was plugged in downstairs.

plugged the faulty box in upstairs and it’s cycling between the welcome message and black screen with white icon.

I have tried unplugging several times to reset, have reset the router. Left the box in plugged all night and reconnected, same problems.

trued calling 150, but out of the 6 times I have called 5 said the helpline was closed (3 today from 10am)

please can someone help

Tags (1)
0 Kudos
Reply
Highlighted
  • 3.93K
  • 628
  • 865
Community elder
317 Views
Message 2 of 10
Flag for a moderator

Re: V6 box failed

Hi Jagats80,

The phone lines are still working, if you heer that message it just means they are busier than normal and you should hang on instead of dropping the call.

Have you tried signing into Service status at the top of this page and run a test against the TV box? By doing this VM should be able to send a signal to your box and try to repair it, or hopefully send out a replacement.

If that doesn't work then you need to contact the Faults team. 

You could 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. 

You can also call  150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues

When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
0 Kudos
Reply
Highlighted
  • 5.48K
  • 696
  • 1.08K
Very Insightful Person
Very Insightful Person
314 Views
Message 3 of 10
Flag for a moderator

Re: V6 box failed

That sounds horribly like the "green screen of death" that is hard drive failure.

In which case, you have 3 ways to report your terminally dead box..

1: Use the text message service (07533 051809) - may take a few days

2: Wait on here for VM staff to respond, this is currently taking around a week.

3: Call 150, be patient & persistent with suitable beverage in hand.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 5
  • 0
  • 0
Joining in
304 Views
Message 4 of 10
Flag for a moderator

Re: V6 box failed

As I said, I tried calling. It’s not that I gave up, the line cuts out after saying the helpline is closed!?

0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
298 Views
Message 5 of 10
Flag for a moderator

Re: V6 box failed

Will try the text route. But hoped someone from Virgin may see this!?

0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
146 Views
Message 6 of 10
Flag for a moderator

Re: V6 box failed

Still no response using the text message route, will have to find a time to call at 8am , though very challenging with small kids

0 Kudos
Reply
Highlighted
  • 5.48K
  • 696
  • 1.08K
Very Insightful Person
Very Insightful Person
143 Views
Message 7 of 10
Flag for a moderator

Re: V6 box failed

I can understand that... but just so you're aware, replying to posts after a long time waiting can serve to knock them down the staff queue.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 1.66K
  • 85
  • 129
Forum Team
Forum Team
80 Views
Message 8 of 10
Flag for a moderator

Re: V6 box failed

Hi Jagats80, 

 

Thank you for your post and welcome to the forums. 

 

I apologise for such a long delay. I can see from your account you've still not been able to contact our team regarding this. I will send you over a private message so that I can look into this for you 🙂 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
0 Kudos
Reply
Highlighted
  • 1.66K
  • 85
  • 129
Forum Team
Forum Team
67 Views
Message 9 of 10
Flag for a moderator

Re: V6 box failed

No problem mate - let me know how it goes 🙂 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
28 Views
Message 10 of 10
Flag for a moderator

Re: V6 box failed

Engineer visited Wednesday and replaced the box straight away 😊

thank you organising

0 Kudos
Reply