Stream box turns off and on

[kpm74]

When using apps, my stream box turns off and then back on again. It's like it loses power or connection.  Only had it a few weeks and its only started doing it last fews days. Really annoying as it interrupts watching programs. Tried turning hub off and on again and resetting the stream box but no change.

[Kath_F]

Hi kpm74,

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your stream box. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Jodi_S]

Hi kpm74,

Thanks for coming back to via private message to confirm your information.

I have booked you in for the next available appointment. To view this please sign into My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

The technician diagnoses the fault as not being caused by our network/equipment 
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.

Let us know how the appointment goes.

Take care.

Jodi.