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V6 box stuck on welcome loop

Hi been having massive problems started with what looked like a download arrow...now my tv its just on the welcome and starting up loop. Nothing happening just going in a constant cycle.

tried turning it off and on but nothing. I have also been o hold for an hour!!!

 

help please. 

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Re: V6 box stuck on welcome loop

Hi Swrg,

Sorry to see you are having major problems with your V6 box. Have you tried unplugging it from the mains for 5/10 minutes?

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 are doing the correct thing which is to contact the Faults team on 150 from a Virgin landline. It's best 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. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: V6 box stuck on welcome loop

Spoiler
Spoiler
 

Hi I had it unplugged for 30 mins. I’ve also done a test which is coming up saying everything is fine. Clearly it’s not. As after 6hrs it’s still doing the same thing. Also tried calling for 2 hrs after it cuts you off...then to get told that the call centre is shut...fuming is not the word

 

thanks

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Re: V6 box stuck on welcome loop

Bypass the online checks, they should be duplicated by the IVR anyway.

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

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Re: Stuck on welcome screen

Seriously it’s a joke..... and the fact you can’t request an engineer without phoning 

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