This means the box is not activated

If you’ve installed your box in the past 30 minutes, please wait another 30 minutes. If after 30 minutes you still have no service, please run our diagnostics check tool so we can do a remote fix. You will need your postcode and the last name of the account holder to run the checks.

Run TV service diagnostics

There’s a signal problem on this channel or a problem with your wireless connection

To fix this, first check your cables are properly connected between your TV, the WiFi Hub and the Virgin TV box.

After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.

Check home network connections

Check broadband speed

There’s a problem connecting to your Virgin Media Service

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.

Check home network connections

Check broadband speed

Boost your WiFi signal

There’s a problem with the Virgin Media Network

We’re sorry for your loss of service, please use our online diagnostics tool to check the issues affecting your postcode and find an estimated time for the fix.

Check your TV service status

There’s a problem with the Virgin Media WiFi network

Please run our diagnostics check tool so we can run a remote fix. You will need your postcode and the last name of the account holder to run the checks.

There’s a problem with your wireless settings

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.

Check home network connections

Check broadband speed

Boost your WiFi signal

M60

Your account has not been set up correctly.

CS1027

There’s a problem with your account configuration.

CS1025

There’s a hardware error.

Please contact us

This app is unavailable, or the app store is inaccessible

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.

Check home network connections

Check broadband speed

Boost your WiFi signal

There’s a problem updating your software or with the internet connection, causing you to lose service.

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.

TV and broadband service status

There’s a temporary issue displaying TV channels

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.

There’s a temporary issue displaying TV channels

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.

TV and broadband service status

There’s a connection problem / weak connection

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.

TV and broadband service status

Recording playout failed

How to record on your Virgin TV

There’s a problem with your built-in hard disk

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.

If this does not fix the issue, please contact us

We’re unable to retrieve your settings

TV service diagnostics

We’ve detected a problem with the box hard disk

TV service diagnostics to start the automated fixes

S101, S102

Unable to prepare or acquire channel information.

CS6600

Your voice service is currently unavailable.

CS8400

Search is currently unavailable.

W03

Pay per view channel is currently unavailable.

Please contact us

Playback not possible

Step 1 - Check your connections

Check the white cable from the wall socket to the splitter is tightly connected

Step 2 - Check your connections

Make sure all the white cable from the splitter to the back of the TV box is tightly connected.

Step 3 - Check your connections

If the TV box is connected to the Hub make sure the white cable going into the Hub is also tightly connected.

Step 4 - Reboot the Hub

Turn the power off at the wall socket and turn back on. This will reboot the TV box and can take between 5 and 10 minutes to fully reboot. If this doesn't work - Please get in touch with us We will be able to run some further checks to get your TV service back up and running again.

Channel set up

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box.

After checking your cables, please turn both the Hub and TV box off and on again.

If this does not fix the issue, please contact us

Your channel or show is unavailable

1. Check your service status

2. Reboot the TV box

3. Is the box connected to an ultra HD 4K TV

4. Does your Ultra HD 4K TV support HDCP 2.2?

5. If it doesn't, change the video settings on the TV box, if it does, check you are connected to the correct HDMI port.

This channel requires a subscription.

You can check our Virgin TV guide here.

On demand and catch up is temporarily unavailable

1. Make sure the white cable and TV box are tightly connected
2. Make sure the TV box and Hub are firmly connected
3. Reboot by turning the power off and on at the wall socket

On demand not working.

Connection failed

To fix this, first check your cables are properly connected between your TV, the Hub and the TV box.

After checking your cables, please turn both the Hub and TV box off and on again.

If this does not fix the issue, please contact us.

You need to make a payment on your account. Make a payment online.