Our Virgin TV V6 box has been playing up for more than 2 weeks now, and we have tried to resolve it by restarting it many times, which works for a while, but the picture then just freezes or the box restarts automatically. I think it needs replacing.
I know that we are in a pandemic, not making it easier for anyone, and really appreciate that leads to delays, but no one appears to answer the phone in technical or answers live chat - frustrating. Hence this message.
The box will playback for a while, then goes funny again, but one question I have is we still have a number of recorded shows to watch on the existing box, so if you send a new box, do we get some time to finish watching these before installing the new box? What do we do with the existing box?
After you've called and reported your fault, the faults agent will probably do one of two things..
1: They could arrange an engineer visit, in which case the normal procedure is for them to bring the replacement box with them and take your old one away.
2: They could arrange a replacement via the "Quick Start" self-install method, in which case the delivery will come with return instructions.
Unless you have a multiroom subscription, you can only have one box active on your subscription at any one time - once a new box is activated, the old one is deactivated. If you disconnect the old box (but keep it powered up) before activating the new one, there is a chance you could still access the recordings for a short time - but this is very much an unsupported method, and once your existing box receives the deactivation hit, that's it.
Are any of your recorded programmes available via other means - OnDemand for example?
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