I have a fault with my television service...
There are a number of checks that you can make yourself to diagnose whether you have a fault with your television service without even having to contact us.
I have no television service
- Have any of the cables at the back of your digital box or television come loose? If so please check that they are all securely pushed into their connections.
- Is there a known fault in your area? Please check our service status page for up to the minute information.
- If the above has not resolved your problem and there is not a known fault in your area please turn the power supply off to your set-top box, leave for approximately 10 seconds and switch it back on again.
If this does not resolve the problem then please contact us.
I have missing channels
- Is there a known fault in your area? Please check our service status page for up to the minute information.
- Does the channel broadcast at the time that you are trying to view it? You can check this on the mini guide at the bottom of your television screen, or on the main program guide.
- Have you recently made a payment, which may not have reached your Virgin Media account in time? Please visit our billing FAQs for details on how long payments take to reach your account.
- If none of the above have resolved your problem and there is not a known fault in your area please turn the power supply off to your set-top box, leave for approximately 10 seconds and switch it back on again. Your set-top box will take a little while to reload. If this does not resolve the problem then please contact us.
My picture keeps freezing
- Have any of the cables at the back of your digital box or television come loose? If so please check that they are all securely pushed into their connections.
- Is there a known fault in your area? Please check our service status page for up to the minute information.
- If the above has not resolved your problem and there is not a known fault in your area please turn the power supply off to your set-top box, leave for approximately 10 seconds and switch it back on again. Your set-top box will take a little while to reload. If this does not resolve the problem then please contact us.
I have no sound
- Have any of the cables at the back of your digital box and television come loose? If so please check that they are all securely pushed into their connections.
- Is there a known fault in your area? Please check our service status page for up to the minute information.
- Is your television on mute?
- If the above has not resolved your problem and there is not a known fault in your area please contact us.
