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Mossybop
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V6 box won't connect to channel list on initial setup

Hi All

Having a problem setting up my tv box now that i've moved it across the room. i.e. It is no longer by the hub. I changed my internet connection from wired to wifi successfully prior to moving the box. The box is now on the opposite side of the room connected to mains power and with hdmi to the tv, the hub is connected fine on the other side of the room and works as other devices connect to wifi fine. 

The tv box is trying to run initial setup but hangs when trying to connect to initial 'channel list'. It freezes and I cannot go back or access any other menu. I'm guessing it's because it's looking for the wired connection, but as I say i changed the setting to wifi before I moved it. Maybe unplugging has reset that option? Resetting only starts the initial setup again which I cannot interrupt and it progresses to the channel list search screen then hangs again. 

I cannot move the box back over to the hub to be wired as then the hdmi cable won't be long enough to reach the tv on the opposite wall. 

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japitts
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Re: V6 box won't connect to channel list on initial setup

The V6, in common with all Virgin TV boxes, needs 2 connections.

1: The physical co-ax cable is what carries your TV signals. If the box is hanging on the channel loading section, that suggests there is no TV signal - is your coax connected securely?

2: The internet is used for OnDemand, streaming & EPG updates. An Ethernet connection will override a WiFi connection by design, but you can check your current status by following Home > Help & Settings > Settings > Network, and looking in the top-right.

In light of this, can you clarify the exact issue you're having?

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nodrogd
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Re: V6 box won't connect to channel list on initial setup

If it’s not loading channels there is no signal from the coaxial cable. If you have moved the box & disconnected this cable the box will not boot up.

If you need to extend the coax, this will require a tech callout (cost £99) to install the specialised coax required, & to adjust the signal levels outside in the cabinet to compensate for the change in cable length.

VM BB TV Landline PAYG mobile. Freeview/Freesat HD, Tesco Mobile. Customer since 1993

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Paul_DN
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Re: V6 box won't connect to channel list on initial setup

Hi Mossybop,

 

Thank you for reaching out to us in our community and welcome, sorry to hear your having issues with your V6 box after moving it to another location.

 

I have had a look our end with the details we have for you I was able to locate your account, your V6 box is showing offline, when you moved the box did you make sure the white cable coming into the house is still connected, if you have used another cable coming in the house is it live?

 

I can see you also spoke to us the day you posted this, how are things now?

 

Regards

 

Paul.

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