Virgin Media Community

[Mrs-N]

We have to keep resetting the box which very temporarily fixes the issue but then gradually gets worse again - the menus are slow to respond, the picture is very jerky & sometimes lose the channels completely.  We’ve run the tests multiple times which just says that there’s a fault, then tried switching cables, switching ports, rebooting...

I’ve tried calling the contact centre but after going through options, was told that all call centres are closed! Please help!

[Mrs-N]

Still no further forward with this - I’ve been trying to contact VM for days now with absolutely no success. 

please can someone from VM contact me to resolve this? 

Thanks

[japitts · Accepted solution]

Current response times from VM staff on here are upto a week from first posting. If the automated service has said there is a fault, I'd suggest that persisting with 150 is the best way forward.

[Zak_M]

Good afternoon, 

Welcome to the forums, thank you for taking the time to post. 

I am sorry to hear that you have had this issue with your TV services. 

I have looked into this for you, I can't see any know issues listed with your set top box. Have you tried an alternative HDMI cable? 

Kind regards,

Zak_M

[Mrs-N]

Hello

yes, I’ve tried changing cables, checking ports, rebooting...still makes no difference.

Thanks 

[Emma_C]

Sorry for the delay in getting back in touch, we have been busier than usual. 

I've had a look into your account and can see a few errors on the box, therefore I have booked the next available engineer visit we have. 

The details of this can be found on your online account and if it doesn't suit then you can re book from there 

You'll also need to ensure somebody over the age of 18 is in the property at the time. 

Do keep us posted with how the visit goes 

Thanks