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V6 box

The box keeps stalling, and, or losing sound or picture breaking up. Been happening for weeks now, really sick of this. Paying a lot per month and it’s useless! 

Can someone from virgin please sort this? Do e all the checking of the wires, turned off box but still doing it. It happens a lot between the hours of 7-10pm.

 

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Alessandro Volta
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Message 2 of 17
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Re: V6 box

How have you got the V6 connected to your Hub? Is the issue only evident at "peak" times?

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: V6 box

Hi

yes it’s connected to the hub and it does happen during the day as well but worse in the evenings.

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Alessandro Volta
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Re: V6 box


@Laptopbabe wrote:

Hi

yes it’s connected to the hub


How?


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: V6 box

Hi

its connected by Ethernet cable, it was all done by the engineer nearly two years ago! It’s been ok it’s just since there was a problem a few weeks ago when everyone lost connection During Corination St when everyone was complaining on Twitter. It’s not been right since then.

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Alessandro Volta
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Re: V6 box

OK - would be worth changing the cable in case its gone faulty.
Switch the Hub and the V6 off and unplug from the mains and leave 5 minutes. Change the ethernet cable to a new Cat6a one, then switch the Hub on and let it boot up and settle - say 5 minutes (check its working ok on another device). Then restart the V6, it should remake the connection ok. If it doesnt sort it - call it in as a fault.


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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Alessandro Volta
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Message 7 of 17
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Re: V6 box


@Laptopbabe wrote:

The box keeps stalling, and, or losing sound or picture breaking up. Been happening for weeks now, really sick of this. Paying a lot per month and it’s useless! 

Can someone from virgin please sort this? Do e all the checking of the wires, turned off box but still doing it. It happens a lot between the hours of 7-10pm.


If it's happening on live TV, or recordings made during this period then it's not the internet connection provided by the Ethernet cable.

This will be something the forum team can look into remotely for you.

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Re: V6 box

Hi Laptopbabe, 

 

Sorry you're having some trouble with the box, 

 

I'm going to drop you a PM (little purple envelope in the top right hand corner) so I can get a few details from you to take a closer look at things.

 

Many thanks,

 

ALEX_RM

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Message 9 of 17
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Re: V6 box

Hi

we have done what you said but we only have an alternative cat 5 cable so we are trying that. Can’t afford to buy a cat 6 one, sorry. If it needs one why was a cat 6 not provided?

 

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Alessandro Volta
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Message 10 of 17
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Re: V6 box

A new Cat5e (not Cat5) will be fine.


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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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