W02 error message

[Darryljames]

Hi all, we are receiving the W02 error message on a lot of channels. I understand this is a loss of service error and from other posts on this community, the fix can be done remotely from VM. Would someone from VM be able to sort this for me.

Thanks

[japitts]

W02 is a TiVo-software loss of signal error, if you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need an engineer visit or a replacement box, depending on what VM's diagnostics turn up.

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If nothing's reported, assume VM don't know about your fault and ideally you'll need to call them.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service". Alternatively you can wait on here for staff to respond, which may take a day or so.

[Molly_T]

Hi Darryljames 👋 welcome to the community! Thank you for posting. 

Sorry to hear about these issues with an error message on your TV box. When searching for information about the error code you can find it is due to a signal issue 👉  Virgin Media TV Error Code W02 . This could be a problem for one channel, or a problem with the wireless connection. Please Check that all cables coming into and out of the TV box are firmly plugged in, then reboot the TV box by switching it off and on again at the power socket. Let the TV box start up for about 10 minute. If that doesn’t help, run a test on your TV service 👉 https://www.virginmedia.com/support/help/tv/tv-faults .

Please let us know how you get on following this and we can offer further support! Thank you for your patience in the meantime! Wishing you all the best. 🌞

[Darryljames]

Hi Molly, thanks for replying. The cables all look fine and the reboot hasn't resolved anything. The TV service test has not returned with a result.

What are the next steps?

Thanks

[Beth_G]

Hi Darryljames

Thank you getting back to us - sorry to hear a reboot hasn't resolved the issue. The next step would be to book an engineer visit in for you.

I'll drop you a private so I can arrange that with you 😊

[Beth_G]

Hi @Darryljames 

Thanks for getting back to me with your details via PM.

I've gone ahead and booked in an engineer appointment for you. 

There’ll be no charge for this visit unless:

• The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.
• You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

Otherwise, the appointment would be free of charge.

The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.

Let us know how the visit goes and if you need anything else 😊