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Billot12
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No TV service for weeks W02 error code

We've had problems for ages with our Virgin box but on Christmas Eve it stopped working and we now have no channels. Error message WO2. Looked it up and tried all the steps and have rebooted several times. I've also been trying to speak to someone ever since but just stuck on hold forever each time. What do we do?

 

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japitts
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Message 2 of 13
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Re: No TV service for weeks W02 error code

As per https://www.virginmedia.com/help/virgin-tv-error-codes/w02 this is a classic loss-of-signal issue.

Check on 0800 5610061 that there's no reported faults. If it's been happening for as long as you say, then it's most likely only affecting you.

I'm afraid calling VM on the usual faults number is the best way to do this.

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Billot12
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Re: No TV service for weeks W02 error code

Hi

Thanks for that. I've been ringing and ringing. After a few more hours on hold today finally spoke to someone who says we need a Virtual engineer. So now we wait again. However I said we shouldn't have to pay for non service but he's sent me a link to an automatic compensation scheme but complete loss of TV isn't on there. We don't even have Terrestrial channels so it is a complete loss. What will we do to get help and a credit? 

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Billot12
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Re: No TV service for weeks W02 error code

UPDATE

So the two virtual engineer appointments didn't happen, no one contacted me. Spent ages on hold again and finally got through to someone who said all checks suggested we needed real engineer appointment which was booked for a 12-4 slot. He turned up at 3.52 and after reviewing our box and system said it was a cabinet problem and disappeared off to look.

Returning later he said it was a very slow or low something at the cabinet so he had spoken to someone else and tried to get the signal (?) boosted but that we would need a follow up engineer visit the following day which he had organised.

No engineer came the following day. We went from no channels at all working to perhaps two of all the channels we should have. 

So I've been back on hold repeatedly and couldn't get anyone. Tried Twitter Virgin team and no luck there other than giving me a messaging number. Tried that and after a long exchange was offered a paltry £10 off and told to try ringing faults again.

Sunday night after some time ringing and being on hold for through to Faults team and was given the agents name at the beginning. Immediately told me there was an outage in my area which had been reported 11 Dec at 14:01 and due to be fixed by 25 January. Sorry, what?!

When I queried this as no one until now had mentioned this the agent became aggressive and said "I can't do anything else sat at this PC, love".

I cannot understand why he is giving this info when I cannot see this listed anywhere? Again I queried it and he became aggressive again and was laughing at me, he then said "want to make a complaint? Go on the Virgin site, ock the bubble and give my name, John Smith" he started spelling John Smith pit patronisngly. I pointed out he had given me a different name at the beginning of the call and asked why he was behaving this way?

So here I am no TV still bar the couple of odd channels that the engineer got back on Thursday. No idea what is happening, is there an outage of not? I've been lied to, mocked and have no resolution and had a letter saying my price is going up £3.50 pm. What a joke. Can someone help please? 

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japitts
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Message 5 of 13
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Re: No TV service for weeks W02 error code

It does sound like there's an external issue in your case - possibly your fault has been traced back to the street cabinet and maybe, just maybe, needs intervention from the networks area.

But you shouldn't have to follow this up yourself, and the C/S experience doesn't sound good.

Ordinarily the advice would be to call faults and follow the usual process - in this case I've escalated your post to VM forum staff to pick up and have a dig around. I can't guarantee how long this will take, maybe a few hours or a day or so.. but it should certainly be on their radar 🙂

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John_GS
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Message 6 of 13
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Re: No TV service for weeks W02 error code

Hi Billot12

 

Thanks for posting. Apologies for the TV issues.

 

I've checked the system today and can see you've got an engineer visit next week.

 

Please let us know how the visit goes

 

Kind regards,

John_GS
Forum Team


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Billot12
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Message 7 of 13
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Re: No TV service for weeks W02 error code

Yes but it's unclear why they are coming back to us when we've been told it's a cabinet issue. Also why are you Faults Team then telling us something completely different again?

None of it makes sense 

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Message 8 of 13
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Re: No TV service for weeks W02 error code

I am not sure on that but do let us know how the visit goes. The levels are out of spec so this would be the reason for the visit

 

Kind regards,

John_GS
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Billot12
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Message 9 of 13
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Re: No TV service for weeks W02 error code

Thank you. And regarding the customer devices issues and the appalling call which I assume are recorded. Is there a complaints team I can speak to? 

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japitts
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Message 10 of 13
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Re: No TV service for weeks W02 error code

I don't believe 100% of calls are recorded, but I'm open to being corrected on that.

Virgin's complaints process is explained at https://www.virginmedia.com/help/virgin-media-complaint 

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