Forum Discussion

maureenmurray21's avatar
maureenmurray21
Tuning in
31 days ago

Account Issue

Im Paul,im speaking on behalf of my parents,

On behalf of my parents I got a new contract sorted in my Mother's name after phoning up to change the name on the account from my late Brother to my Mothers name after my brothers passing,we lived at the same house you see.

Before this we had 2 working V6 boxes but then one of them stopped working anyway before phoning up to sort the account change(green screen of death).When I phoned up to sort this the operator advised I'd be best to cancel the contract under my brothers name and get one sorted in my Mother's name as this would be much cheaper as my mother would get the new customer rate and a new box would be sent out.

A date was set for services to be cancelled under my brothers name and I arranged through a different department for the new contract under my mothers name and for new equipment to be sent out on the day of cancellation under my brothers name.I did explain that we had 2 V6 boxes,1 of which didn't work anymore.

The day came and broadband/tv services etc was cut off,new equipment was received same day which included 1 new 360 box and a new hub.Got the broadband/wifi and new box set up no problem and connected the older box to the new WiFi but the issue is there is no channels/apps or any on demand services available  now on the older box,recorded programmes are still available but nothing else,can anyone advise on this and what has happened?this is the box my Father uses,he is 84 and not good with technology and is used to using the V6 boxes so any change would not be good.

I'm sorry for the long read guys,any help would be appreciated,thanks,

Sincerely Paul Murray. 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    30 days ago

    Hey maureenmurrary21, thank you for reaching out and a warm welcome to the community, I am sorry to hear about the new equipment not working.

    When you say there is no on demand working, is this for everything?

    Is the box connected to the internet?

    Do any error codes pop up at all?

    Has on-demand ever worked on this new box? 

  • maureenmurray21's avatar
    maureenmurray21
    Tuning in
    30 days ago

    Hi,thanks and thank u for responding,this is Paul speaking again,Maureen's son on my Mums behalf.

    It isn't the new box that isn't working,it is one of the orginal boxes,we just received one new box and a new hub.

    I replaced the box that stopped working before the transition with the new 360 box we received,this is all fine,everything is working and available with the new box and broadband/wifi is working, it's the box that was working before the transition that isn't now working.

    This one is the V6 box that my Dad was using previously,that he's used to and wants to keep.Iv got it connected to the new wifi but none of the channels and other services are available now except for recorded programmes in 'My Shows'.They are all greyed out and when I try to select any of the channels etc it comes up 'Channel Not Subscribed' and then also "Error Code' (7400).

    It seems now there might have been a misunderstanding when in the chat with sales when sorting the new contract under my Mothers name.Maybe your colleague thought i just wanted one working box.

    Just to clarify we had 2 working V6 boxes before and we want to keep using 2 boxes,one of them now obviously the working 360 box and to reinstate sevices to the V6 box,please advise.Thanks.

    Sincerely Paul Murray. 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      30 days ago

      I’m fairly certain you will not get your V6’s reinstated.  Once you go to the Horizon 360 system, that’s it.  You should however have been given a 360 mini to replace the second V6.  They are different to the old TiVo based V6’s which VM are keen to “upgrade” as they cost VM licence fees, whereas the 360’s don’t.  Alternatively they may just do a software push to the V6 and convert it to the 360 platform.  This will wipe that box, so any existing recordings will be lost.

  • maureenmurray21's avatar
    maureenmurray21
    Tuning in
    30 days ago

    Oh dear,why can't they do that?,it's not what I asked of them,my Dad is not good with technology.

    • Beth_G's avatar
      Beth_G
      Forum Team
      30 days ago

      Hi maureenmurray21

      As Adduxi has correctly advised, we're afraid that it isn't possible to switch back to the V6 service once you have upgraded to the 360 software. It is a one-way conversation.

      You can set recordings on the Mini 360 boxes yes, however as the recordings are stored on the hard drive built into the main 360 box, your main 360 box does need to be switched on when you are trying to record. You can however still access your recordings and watch them from the mini box.

      • maureenmurray21's avatar
        maureenmurray21
        Tuning in
        30 days ago

        Thank you,that's annoying the remaining V6 couldn't be reactivated,don't see why not as it was working before the contract was changed,this will cause a no small amount of inconvenience for my Dad.Thanks anyway for the reply,what about two normal 360 boxes?,can they act independently regarding recordings etc?