Help & Support

Fix missing channels on Virgin TV

There are a number of possibilities – here are a few checks you can make

First, please check our Service status page for up to the minute information on known issues in your area.

Select your Virgin TV box to find out more

Is the channel in your TV pack?

It’s an obvious one, but is the channel available on your package? Check out our channel listing, which tells you which channels go with which package.

Channel not broadcasting

Another check to make is 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 Programme guide.

Account up to date

Maybe you’ve recently made a payment, which may not have reached your Virgin Media account in time? Please visit our Billing Help section for details on how long payments take to reach your account.

TV Care

If you’ve checked all of the above, you can use TV Care on your V6 box to check and resolve most missing channel problems. To do this:

  1. Press Home on your remote
  2. Select Help & Settings
  3. Select Help
  4. Select TV Care from the top bar
  5. Select Missing channels
  6. Select Refresh my channel list to check for missing channels, and to get your TiVo box automatically updated if they are missing

If you can’t access TV Care, or if it doesn’t fix the problem, then give our team call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

Is the channel in your TV pack?

It’s an obvious one, but is the channel available on your package? Check out our channel listing, which tells you which channels go with which package.

Channel not broadcasting

Another check to make is 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 Programme guide.

Account up to date

Maybe you’ve recently made a payment, which may not have reached your Virgin Media account in time? Please visit our Billing Help section for details on how long payments take to reach your account.

TV Care

If you’ve checked all of the above, you can use TV Care on your TiVo box to check and resolve most missing channel problems. To do this:

  1. Press Home on your remote
  2. Select Help & Settings
  3. Select Help
  4. Select TV Care from the top bar
  5. Select Missing channels
  6. Select Refresh my channel list to check for missing channels, and to get your TiVo box automatically updated if they are missing

If you can’t access TV Care, or if it doesn’t fix the problem, then give our team call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

Is the channel in your TV pack?

It’s an obvious one, but is the channel available on your package? Check out our channel listing, which tells you which channels go with which package.

Channel not broadcasting

Another check to make is 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 Programme guide.

Account up to date?

Maybe you’ve recently made a payment, which may not have reached your Virgin Media account in time? Please visit our Billing Help section for details on how long payments take to reach your account.

Smartcard

Is your Smartcard correctly inserted into your V, V HD or V+ HD box? Depending on your box type, this may be at the front or back of the box.

If your Smartcard is present, we recommend giving it a wipe with a clean damp cloth. Just make sure it’s the right way up when you put it back in your box!

TV Care

If you’ve checked all of the above, you can use TV Care on your V, V HD or V+ HD box to check and resolve most missing channel problems and update your Smartcard. To do this:

  1. Press Home on your remote
  2. Select Help
  3. Select Virgin TV
  4. Select Got a Problem
  5. Select TV Care
  6. Select Missing channels test
  7. Click on Send update to check for missing channels, and to get your Smartcard automatically updated if they are missing

If you can’t access TV Care, or if it doesn’t fix the problem, then give our team call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.