350 Box Stuck on Welcome Screen

[WhiteHartMart]

Have this issue as many seem to have had on here.  Tried all the resets, holding down button options etc and no joy.

Welcome screen showing and solid orange light.

Called Virgin and just get directed to a text link to troubleshoot - the link in the text just goes to a blank page so is of no use.  Have been trying to get through to any department at all to speak to someone using 150 but just seem to get directed to automated support which is of no use. Do Virgin have any humans to speak to??

Can someone investigate please - customer support so far seems far less that I'd expect from a company expecting me to renew at £100+ pm in March 😞 

[roy247 · Accepted solution]

When phoning choose the option to report a fault, then ignore all the options offered and hopefully you should then be placed into a queue to speak to someone.

If that isn't working which is what someone else said recently try again tomorrow when they open at 8 am,I think that worked for them.

The alternative is to wait for one of the forum team to respond which might be 2 to 3 days.

[WhiteHartMart]

Thank you - yea reporting a fault option just didn't get me to a human - ended up going to the billing option and after a 20 minute hold or so spoke to someone who tried to help.  End result is a technician visit is needed so will hopefully get this sorted later in the week.

[roy247]

A replacement box should solve your problems 🤞

[Vikki_M]

Hi WhiteHartMart,

Thanks for your post, I'm very sorry to hear about the issues you've had with the 360 box.

I've looked at things from our side, and this does now look to be resolved 😊

If you do have any further questions, please pop back to us here on the forums and we'd be happy to help. 

Take care.