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Philstringy's avatar
Philstringy
Up to speed
1 month ago
Solved

360 box issues

Hi, we have the V6 box updated to 360.

We have had several issues over recent weeks / months.

First we couldn't pause / rewind, also had some volume and mute issues so we reset keeping recordings.  That worked in the short term at least.  Since then we often can't access apps correctly, trying BBC i player the TV screen just went blank, again reset.  Now on several occasions there is no icon in the relevant app thumbnail and it seems everytime we access iplayer, more4 or whatever we have to sign in again?  Also the voice command often doesn't work i.e fast forward 4 minutes.  The initial problems indicated that potentially the hard drive was on the way out (although I recall the box when it was V6 was replaced for that reason.

Can someone from Virgin please assist?

Many thanks

14 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 month ago

    Ensure the Ethernet and connector cables are firmly in place. Switch off the box at the wall socket, wait 30 seconds and switch on. Does that solve the problems.

    • Philstringy's avatar
      Philstringy
      Up to speed
      1 month ago

      Hi, Thanks for the reply, it's on wifi not ethernet and all cables are fine.

  • Alisha_C's avatar
    Alisha_C
    Icon for Forum Team rankForum Team
    1 month ago

    Hi Philstringy, 

     

    We are sorry you are having issues with your TV. 

     

    Can you have a look at this link and see if it helps you with your issues 👉 https://virg.in/tv360.

     

    Please let us know if your issue has been sorted or not and we will invite you to a PM to help more.  

    • Philstringy's avatar
      Philstringy
      Up to speed
      1 month ago

      Hi, thanks for the reply, I can't see anything in that link that helps.

      Just this morning some of the icons are not showing a picture (see attached) and when trying to fast forward a recorded programme the fast forward icon was on screen but nothing happening.  Every single time we need to watch BBC i player or the like we have to sign in again?  And all the above listed issues in the original post.  I'd appreciate your help, thanks.

      • Philstringy's avatar
        Philstringy
        Up to speed
        1 month ago

        Tried to watch a recording last night and it froze at 40 minutes and this message came up!  And when we tried to watch on BBC i player we had to sign in again!

        Thanks

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 month ago

    All apps including iPlayer and voice command require the network connection, and the most reliable is cable. So try an Ethernet cable and see if this fixes the problem.

    • Philstringy's avatar
      Philstringy
      Up to speed
      1 month ago

      Thank you, I will try ethernet if I have a long enough lead and I get your point, however the tv box is approx 12 feet from the router so I wouldn't expect issues like this especially as there is nothing in the way, walls, furniture etc to interrupt the signal?

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 month ago

    A lot of problem solving is about ruling out what aren't causing the problem.