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Darkcave
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Virgin Media GREEN SCREEN - Help, please!

Hello,

My mother turned on the TV this morning only to find a green screen saying :

'The DVR has detected a serious problem and is now attempting to fix it. This will take about three hours...'

It has been three hours and nothing has returned to normal. 

How do I resolve this issue? 

Thank you for your time and help. 

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jb66
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Message 2 of 12
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Re: Virgin Media GREEN SCREEN - Help, please!

You will need a box replacement to resolve this issue. Quickest way is to try and get through on 03454541111

Darkcave
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Re: Virgin Media GREEN SCREEN - Help, please!

Excellent!

I'll give the number a ring. Thank you for your help!
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Darkcave
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Re: Virgin Media GREEN SCREEN - Help, please!

Excellent! 

I'll give the number a ring.

Thank you for your help! 

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Darkcave
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Re: Virgin Media GREEN SCREEN - Help, please!

Hi,

Thank you for providing a number to call. 

I have used the phone number and an automated voice has told me that 'there is no issue', but I'm looking at the green screen as I'm phoning. 

I've been on hold for close to an hour, is there any other way that you know of where I could get help resolving the issue, please? 

Thank you for your time and help, much appreciated. 

 

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newapollo
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Re: Virgin Media GREEN SCREEN - Help, please!

Hi Darkcave,

Normally when you call the TV Fualts team you go through a series of automated questions and it should be resolved. 

A workaround that has worked for many people is to redial around 10 minutes later and the phone is usually picked up by a member of the faults team. Not sure if that will work today with it being a bank holdiay weekend, but usually the best time to call is 8am when lines are least busy.

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. VM aim to respond within 24 hours, but again it may take longer due to being a bank holiday weekend.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Darkcave
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Re: Virgin Media GREEN SCREEN - Help, please!

Hi Dave,

Thank you for your reply! You guys on here have been a great help today.

I managed to get through to someone, there's a fault with the hard drive and they've organised a new box to be delivered.

Again, thank you for your time, I really appreciate the help. I'll keep note of it in case of future problems. 

All the best. 

- Mark

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newapollo
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Re: Virgin Media GREEN SCREEN - Help, please!

Hi Mark,

Thanks for the update. 

I hope you receive your new box quickly. 

You may need to call in to activate the new box. If so the number is  0800 953 9500.

You will need the box serial number, and your account and area number

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Re: Virgin Media GREEN SCREEN - Help, please!

Thank you, Dave!

I've just hooked up the new replacement V6 box that has arrived today.

The guy I talked to over the weekend set it up for me before the new box arrived. 

Everything was fine until it got stuck on the page '"it may take a few minutes to load all the current TV guide information. Press OK to continue."

So I restarted the whole process and it worked, until this page popped up (see photo).

Now the controlled won't let me select the provided options 'Skip for now' or 'change setting'.

It will let me turn the volume up and down, but all the other buttons aren't working, including the arrow buttons to select anything. 

Have you or anyone else had the same issue?

Thank you for helping me already, but any help with this would be much appreciated! 

Thank you very much for your time.

virgin media.png

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newapollo
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Message 10 of 12
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Re: Virgin Media GREEN SCREEN - Help, please!

Hi again Darkcave,

It's greatto see that you've received your replacement box.

The photo needs to be approved before it can be seen.

Are you still using the old remote or did they send a replacement? Either way it sounds like you need to pair the remote with the new box. 

Hoping this helps, if not come back and shout again virgin-tv-using-tv-remote 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali