Menu
Reply
BobbieMoore
  • 2
  • 0
  • 0
Joining in
252 Views
Message 1 of 5
Flag for a moderator

V6 box unable to acquire channel info

I am trying to set up my new Virgin box

Keeps restarting and stating that it is ‘unable to acquire channel information’ 

has shown a screen where it is loading channels but it showed up on 33% and hasn’t moved since 

please help 

0 Kudos
Reply
newapollo
  • 7.91K
  • 1.16K
  • 2.16K
Very Insightful Person
Very Insightful Person
246 Views
Message 2 of 5
Flag for a moderator

Re: V6 box unable to acquire channel info

Hi BobbieMoore,

It sounds like the new V6 needs activating.

You need to call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

You could also try contacting  New accounts and Set Up for them to complete the setup and activation. That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4  if dialling 0345 4541111 from any other phone

You could also try the following :- VM have recently started pre-activating their equipment, and the box should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the equipment you are installing. By doing this VM will be able to reboot the box or put you in touch with the right team.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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

Problem Solved? Click to mark as a Helpful Answer or use Kudos to say thanks for a useful post


0 Kudos
Reply
BobbieMoore
  • 2
  • 0
  • 0
Joining in
236 Views
Message 3 of 5
Flag for a moderator

Re: V6 box unable to acquire channel info

Hi Dave 

thanks for your reply. I am trying the first option you said and have been on hold for 20 mins so far 😞 

thanks for your help will try to get through 

0 Kudos
Reply
japitts
  • 14.42K
  • 1.92K
  • 3.29K
Very Insightful Person
Very Insightful Person
227 Views
Message 4 of 5
Flag for a moderator

Re: V6 box unable to acquire channel info

How is your V6 connected to your VM homehub? That's how it connects to the internet, which is also necessary during the setup process.

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
ozsat
  • 4.58K
  • 322
  • 869
Superstar
217 Views
Message 5 of 5
Flag for a moderator

Re: V6 box unable to acquire channel info

If you registered a mobile at the time or before - it is all done by text.

==================================
1.2Gb/55Mb in Area 31
0 Kudos
Reply