New Virgin HD+ broken in 3 days - help please

Dustykitten

Bare with me the stress of the World Cup and exam time is taking it's toll.

On Monday we had a new Virgin tv box installed - it is to get HD on our tv and we can record onto the hard drive - it is a samsung plus box.

Yesterday it stopped working:eek: it would not work 'on demand' for catch up tv so we followed the instructions and unplugged it. It now will not reload and just says 'stop' on the display. 'Helpdesk' telephoned several times and all they can do it send an engineer out on Tuesday.

We have managed to plug the old roof aerial into the the tv Sony Bravia but we don't have ITV.

Could somebody please help me to either somehow reset the virgin box or tell me if we can get ITV on our tv?

Thank you so much techie people.

splot_2

Try these two options:

1. Check that the cables are all connected and sit correctly in the ports at the back. The turn the boxon and leave it overnight. Sometimes that resets the box and it will work in the morning.

2. Alternatively rather than unplugging at the back, press the on/off switch at the front for a few seconds until the work stop appears on the display. This is another way of resetting the box.

Another thought - do you have problems with broadband or telephone (presuming that you have these)? If so may be a local problem. Alternatively check on the website for details of local problems. Sometimes the call centre don't know everything that has just happened.

Best of luck.

splot_2

An alternative option would be to pop down to the local 24 hr supermarket and buy a cheap freeview box and connect that to your TV and aerial whilst you wait for the engineer. Not very money saving but could get you out of a hole!

cherub1965

Dustykitten wrote: »

Bare with me the stress of the World Cup and exam time is taking it's toll.

On Monday we had a new Virgin tv box installed - it is to get HD on our tv and we can record onto the hard drive - it is a samsung plus box.

Yesterday it stopped working:eek: it would not work 'on demand' for catch up tv so we followed the instructions and unplugged it. It now will not reload and just says 'stop' on the display. 'Helpdesk' telephoned several times and all they can do it send an engineer out on Tuesday.

We have managed to plug the old roof aerial into the the tv Sony Bravia but we don't have ITV.

Could somebody please help me to either somehow reset the virgin box or tell me if we can get ITV on our tv?

Thank you so much techie people.

my parents had this problem,3 different engineers tried to sort it,changed the boxes etc etc.third one said the box was a reconditioned one and they were having loads of problems with them.he put a new box in and it was fine.before it didnt even look like HD on telly.am getting it in on wed and am going to stamp my feet til they give me a new box not a silver recon one.the new ones are smaller,black with a blue circle of light round the on/off switch.:D

Dustykitten

Thanks Splot

phone and broadband are fine (broadband a bit dodgy but it often is)

I've checked and rechecked the cables.

Also tried leaving it overnight (this happened yesterday) and no joy. I'll try rebooting from the button again - it did nothing yesterday.

What is the tiny button next to the on/off switch?

Dustykitten

cherub1965 wrote: »

my parents had this problem,3 different engineers tried to sort it,changed the boxes etc etc.third one said the box was a reconditioned one and they were having loads of problems with them.he put a new box in and it was fine.before it didnt even look like HD on telly.am getting it in on wed and am going to stamp my feet til they give me a new box not a silver recon one.the new ones are smaller,black with a blue circle of light round the on/off switch.:D

This is the black one with the blue circle - it's not around the on/off switch it is on the other side. Engineer assured me it was brand new and it did have the film on the front.

The on/off switch is not working at all.

The tv has build in freeview so would we need a freeview box? It just doesn't pick up channels 3-6 but I think that is a common problem.

Dustykitten

The front on/off button doesn't work at all.

penrhyn

Are you using the digital or the analogue terrestrial tuner on your TV?
Assuming your area has not gone digital then you should be able to receive analogue ITV.
Its possible however that if you are having trouble with the digital tuner its down to your roof aerial needing an upgrade.

Dustykitten

Pnrhyn - thanks

Analogue does get ITV3 with a poor picture.

Digital is a good picture but no ITV3 or ch4 or ch5 - is this because we have not switched over?

Roof aerial is quite old - we haven't upgraded it as we pay for virgin but with all the issues I wish we had kept our old box and upgraded the aerial.

I feel really fed up that this was supposed to be an upgrade and now we have much less than we started with.

Could I try manually tuning for the digital channels?

The_Mighty_Gusset

Firstly - regarding Freeview - there is No Such Thing as an aerial upgrade for Freeview - it's a con to make you spend money.
If you aren't getting the ITV channels it's probably down to atmospherics, try again later.

Regarding your Virgin box, take the card out, make sure it's clean, unplug the box, leave it for approx 5 minutes, then plug it in and wait for it to reboot.
If that doesn't work, then either you're doing it wrong, or it's broken.

If Virgin can't send someone out to fix it straight away, tell them to come and remove the whole lot - Tell them that if it's bust after 3 days, then it's obviously a pile of junk and you're switching to Sky instead - that ought to kick them into action !

Dustykitten

Thanks Gus, I'll try that.

I have managed to manually tune ITV 3 on the digital freeview inbuilt thing - kids now think I'm great! I used this thread to help.

https://forums.moneysavingexpert.com/discussion/1539389