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Fixing problems with Virgin TV or the TV box
If you’re experiencing a fault with Virgin TV or the TV, don’t worry, we’ll be able to help. Either tap the option above that best describes the issue or read our FAQs below.
If there isn’t an error code displayed, the best thing to do is tap the Virgin TV isn’t working option above. That way we can run a test on your TV services and help with a fix. If that doesn’t work you can chat to one of our team, or if you need one, book an engineer.
Top tips to help with most Virgin TV issues:
- Check the batteries in the Virgin TV remote, making sure they’ve been correctly positioned and that they’re fully charged.
- Make sure your TV is on the correct source input channel. You can check this by going through each source input using your TV’s remote. Alternatively, check your TV’s HDMI ports and confirm which one the TV box’s HDMI cable is plugged in to.
- Check all the cables coming into and out of the TV box, making sure they’re plugged in firmly at both ends. If you have our broadband services, this includes checking the white cables of the splitter box, too.
If you're unable to check any of the above, ask someone you trust, like a friend, family member or carer, to help.
FAQs
We’re sorry to hear that your Virgin TV service isn’t working as it should. Don’t worry, we’ve got lots of ways to help you.
The best thing to do is to get help online and run a test on your Virgin TV service. We’ll check your TV service and from there let you know if there are any issues in your area, help you fix any faults we find, and book an engineer if you need one.
Otherwise, at the top of this page choose the option of the issue you’re having for more help and get things back to normal.
To check if Virgin Media services are down in your area, head to our service status page. From there you’ll also be able to test for issues on your home’s service and get help with a fix.
Check your area’s service status
If you’ve got an error code on your TV, don’t worry. Just choose the Error code on screen option above to go to our dedicated error code page.
From there you’ll be able to type in your error code, find out what it means, and read our instructions on how to fix things. And don’t worry, if you still need help you’ll be able to chat to one of our team.
You could call us or chat to us online to let us know you have a fault with your Virgin TV service, but the best thing to do is to get help online and run a test on your Virgin TV service.
We’ll check your TV service and from there let you know if there are any issues in your area, help you fix any faults we find, and book an engineer if you need one.
Otherwise, choose the option of the issue you’re having above, for more help get things fixed.
If you have accessibility needs and won’t be able to run a test online, head to our accessibility page for accessible contact options.
Accessibility help and support
You’ll only be able to book an engineer appointment if we find a fault that we can’t fix online or over the phone.
The best thing to do is run a test on your services to check for any issues. From there we’ll let you know if there are any issues in your area, help you fix any faults we find, and book an engineer if you need one.
Run a check on your Virgin TV service
Rebooting helps most TV glitches and can also prompt the TV box to download any updates.
It’s super straightforward, just follow these steps:
- Turn the TV box’s power off at the wall socket
- While you’ve turned the power off it’s worth checking that all the cables coming into and out of the TV box and your TV are plugged in firmly at both ends
- Turn the power on at the wall socket and let the TV box start up – it could take up to 10 minutes
Think there’s a problem with your Virgin TV box?
There can be a few reasons why, and we’ve got the steps to help you find out what’s wrong and get things fixed.
Help with Virgin TV remote issues