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Mince · ‎29-12-2023

Hi

Recently I've had the error code W02 on certain channels that I should have only on one of my boxes (the other one is fine and is working fine). I've checked the connections and re-booted a few times. Still the error code is there.

I tried calling Virgin and they sent me a link so they could find the error. It stated there was an error but the message on there online help was 'we are having issue at our end, tyr again in 30 mins'. I tried again a few times and still getting the same message.

I feel I am not getting the service I signed up for and paying for a multi box that clearly does not work as it should.

Can someone come back to me (espicially from Virgin so an engineering can be booked as there does not seem to be an option to speak to anyone when calling.

Mnay Thanks

Ilyas_Y · ‎02-01-2024

Hi there @Mince Thanks for reaching out to us on the Virgin Media forums.
I'm sorry to hear about the issues with the error code on the set top box. 😞

The W02 error code is usually associated with the connection, can I ask if you've rebooted the broadband hub as well as the TV box?
Is your box connected via Wi-Fi or an ethernet cable?
Have you also tried to reconnect the connection via the settings on the TV box?

Let us know and we can go on from there.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team
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japitts · ‎02-01-2024

W02 is a classic TiVo-software loss of signal error. Live TV doesn't use the internet so your router has nothing to do with this.

If only one box is affected, that rules out an external issue and would suggest the problem is either your internal cabling or the box itself. I'd suggest swapping the boxes around - see if the fault follows the box or remains with the cabling location.

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Mince · ‎06-01-2024

Thanks everyone. I managed get through to Virgin. They did some checks their end and it seems to be working for now. Fingers crossed it stays that way.

Thanks

Steven_L · ‎09-01-2024

Thanks for coming back to us Mince and I'm glad to hear that the issues have now been resolved.

Please do let us know if you have any further issues.

Kind Regards,

Steven_L