If an error code has appeared on your TV screen, it means there is fault with one or more of your Virgin services, such as Broadband or your account. But don't worry, just enter the code into the box below and we'll get you some help.
If you can't remember the error code you saw, or need help understanding it, scroll through the list below.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
TV service diagnostics to start the automated fixes
Unable to prepare or acquire channel information.
Your voice service is currently unavailable.
Search is currently unavailable.
Pay per view channel is currently unavailable.
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.
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
Reboot the TV box
Is the box connected to an ultra HD 4K TV
Does your Ultra HD 4K TV support HDCP 2.2?
If it doesn't, change the video settings on the TV box, if it does, check you are connected to the correct HDMI port.
You can check our Virgin TV guide here.
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.
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