My DVD had the green screen tonight, I rebooted it and now it won't go past the Welcome screen. Sometimes I get a little box with an arrow pointing down. I have changed the HDMI cable and port, but no change.
I ran the checks via the Virgin website and they say everything is OK !!!!
I have now been listening to music on the Virgin customer service line for several hours.
can anyone from Virgin help me, I think I need a new box !!!
Unfortunately it seems you have the green screen of death, the hard drive has failed and you will need a box replacement.
It's not the words you want to hear, but the quickest method is using the phone unfortunately.
That's 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) butbest to call at 8am to avoid call queues or around tea time.
When calling Faults you will get the automated response asking you to press 1 for the link to online support, ignore the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.
You could also try the text messaging service. Just send a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible.It may take a few days.
Forum Staff can take between a few days to a week to pick up your issue here.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
If you mean the "DVR has detected a serious error" message, then you're right to assume this is a dead box that needs replacing. Unfortunately, VM staff on here are currently taking upto a week to respond, so you really are best off persisting with the call queues - they can vary during the day.
You could also try the text-message service (07533 051809) but that won't give an immediate response, it tends to take a day or so.
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