Forum Discussion

mossup's avatar
mossup
Joining in
6 months ago

360 box installation problem

Just switched from sky q to VM360 which came with a wall splitter and 4 connected cables for self-installation. Installed it myself but mistakenly plugged the TV ethernet cable into the hub. I can't switch to the correct cable as it refuses to come out of the hub. I'm frightened to pull too hard as the hub slot seems to wobble and I don't want to break the hub. Plugging the broadband cable into the TV box was not recognised. My sky q works by an ethernet cable direct from the box into the hub so I've done this with the 360 box and the TV recognised the box and it all works. I can watch live, record and stream. However, I'm worried this solution might mean I am missing some functionality. The picture on BBC1 does not look like HD, and BBC iplayer is even worse so I'm not sure if the cable issue is causing this. Although other channels look fine.  The front page of my account shows a tick against TV, broadband and phone but if I go to check service status, there is an exclamation mark for TV and the message, we can't connect to the TV kit in your home. The booklet the kit came with does not give a phone number for technical help. Any suggestions appreciated?

  • Kath_P's avatar
    Kath_P
    Forum Team
    6 months ago

    Hi mossup, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear some mistakes were made when setting the equipment up. All the ethernet cables we send out are the same whether they be for Broadband or TV so this shouldn't make any difference. 

    Can you confirm if the services are working as normal and that you're able to access Live TV, On Demand and Recordings?

    Pop back and let us know so we can help further. 

    Thanks,