Not a new user, came home and tried to put the tv on for it to say welcome like it the first time I’ve used it and then get stuck on the start up Screen. I’ve tried turning it off and on from the box and from the wall and following the (not helpful) help page from virgin. Funny that I only updated my package yesterday and now I can get any channel let alone the ones I’ve just paid more for.
Sounds like your box has died a death, if it's stuck in the startup loop. You can try powering off at the mains for 10minutes and retry, but if not you'll have to call this into faults as a failed box.
150 or 0345 4541111, they re-open at 8am in the morning. Changing your package can sometimes cause particular issues, but borking your box isn't one of them.. if that helps!
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