V6 box stuck on 16%

[Sian99]

V6 box has niw been stuck on the channels loading 16% screen for over 3 weeks.  

I have reset the box numerous times, rebooted the hub numerous times, checked connections, used new connections tested elsewhere so i know they work and nothing!!! Help!!!

[newapollo]

Hi @Sian99 

That error usually means that there's a problem with the incoming co-axial signal. 

Make sure that the white coax cable is firmly into the back of the set top box, and is firmly screwed into the  adaptor, and has not come loose where it attaches at the other end

Also check for any known area faults by calling 0800 5610061.

If the cables are finger-tight and there's no "loss of signal" issues in your area, you'll have to call in to VM faults 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear 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 book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[Sian99]

Thanks Dave.  Yep triple checked the coax still no joy 😢 and no area faults

[Kath_F]

Hi Sian99, 

Thanks for your post and apologies to hear you're having an issue with your V6 box loading channels. 

Taking a look at things this end, I can see there was a fault in the area affecting you which has since been closed as resolved. 

Can you please reboot the V6 box one more time to see if things are resolved? 

Pop back here and let us know how you get on. 

Many thanks, 

[Sian99]

Many thanks Kath.  I don't understand how there could have been a consistent fault for the past 4 weeks, or coincidence that there was an area fault every time I happened to try it.

Nevertheless I have rebooted the V6 box one more time and this has made no difference.  What are my options now please?

Given that I have been without TV for this length of time surely a credit on my account is also due?

Thanks 

[Sian99]

Any update ... anyone from Virgin?

[japitts]

Check for any known area faults on 0800 5610061, if nothing's reported there and you're still off service it's best to assume your fault is only affecting you.

Call in via 0345 4541111 (or 150 from VM) and choose the "I have a fault" option.

[Gareth_L]

Hello Sian99,

Sorry to hear you haven't had an update yet.
I can look into this for you. 
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Thanks for those details Sian99

Can I please ask if you can try a factory reset on the box.

If that fails I will need to arrange a Technician to attend.

Turn off with the rocker switch at the back of the box

Hold the + and standby buttons together and then turn the box on and wait till you see the welcome screen. 

Gareth_L
 

[Sian99]

I assume this is the Clear and Delete Everything option?