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Missing TV channels on Virgin TV V6 Box with Maxit TV package

Tuning in

For the past few weeks/months I have noticed that we are missing some of the standard channels such as ITV2 and Pop (there is a black screen with error message W02) and other channels have interference. I have followed the online help by rebooting the TV box but it has made no difference. Any advice on what could be causing this or anything else we can try would be gratefully received!


Very Insightful Person
Very Insightful Person

W02 is a TiVo-software loss of signal error. Therefore the fix is the same as for any pixellation fault.

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If nothing's reported, assume VM don't know about your fault and ideally you'll need to call them.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service". Alternatively you can wait on here for staff to respond, which may take a day or so.

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Forum Team
Forum Team

Thanks for reaching out to us @acbrmw, and welcome back to our Community Forums!

Sorry to hear of the issues you've been experiencing with the TV services.

I understand that you have since been able to discuss this with our team to have this matter resolved.

Do feel free to drop us an update when you have some free time, and if anything further is required, we'll be on hand to assist where required.