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Lost channels

I yesterday subscribed to virgin and have had movies 3 months free, as part of the package, but now they have gone off all of a sudden , and I can't get through to virgin at all , I just get a stupid " press 1 for a link to tips if not thanks for calling . 

Does anyone know what I could do , to solve this .

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Message 2 of 6
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Re: Lost channels

Can you elaborate on what you mean when you say "all of a sudden they have gone"?

I presume you're talking about Sky Cinema, but could you confirm?

And when you they've gone, are you talking about the live TV channels - in which case are you getting any error messages? Or do you mean the video on demand films... in which case, what happens when you try to watch one?

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Message 3 of 6
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Re: Lost channels

Hi Dwarfchimney,

If the channels should still be there then you can try and force a system update.

Using your remote control

 Help & Settings > Help > Virgin T> go up to the top of the screen then TV Care and press OK >  Missing Channels.? > Refresh my channels list

 

If you want the channels adding on again or completely removing you could try the text messaging service.

Just send  a text with a description of regrade  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. 

You can also call  150 from your Virgin landline, or 0345 454 1111, options 1,1 and 4 (Changes to your package) but best to call at 8am to avoid call queues

Dave

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Message 4 of 6
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Re: Lost channels

Hi, sorry and thanks for your reply .

Yes,it's the movies , they are now unavailable and grey on the guide , i also can't watch on demand either .

I only started the 3 months free trial  yesterday when I subscribed .

It states press ok to subscribe when I try to watch live .

 

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Message 5 of 6
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Re: Lost channels

Ok, the thousand dollar question is whether...

1: They're in your package but your box has lost access to them. newapollo's advice should resolve this.

2: They're not in your package - you'll need to call Virgin C/S to clarify this.

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Re: Lost channels

I tried updating the channels it hasn't worked , but I will text the number  newappollo kindly provided ,and call in the morning see if I can get through again .

Thanks 

Newappolllo & japitts

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