360 box replacement.
I have an issue with a 360 box that needs replacing.
Is it possible to get a replacement box sent out without an engineer being involved?
Forum Discussion
9 Replies
You need to provide more details such as what the problem is and any error codes and messages that are displayed and also what steps you've taken to resolve the issue.
And to add - most box replacements are done by tech visit. 1: The tech who attends, often confirms whether the issue can be remedied or a swapout is needed. 2: The new kit is installed for you, 3: The faulty kit is returned into the refurb loop without you needing to, and a lot quicker.
But primarily, newapollo has nailed it - what's the problem you have? You've not said.
Replied separately in full and from my experience it will be a lot quicker for me to do it.
- Carley_S
Forum Team
Hi Felixkat
Welcome back to the community forums.
Sorry to hear you're having issues with your 360 set top box a this time.
Has the steps and advice kindly provided by the community helped at all in resolving and answering your queries?
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.
The box is not receiving a signal via the coax and takes a very long time to boot up, often needing multiple attempts of cycling the power to get it to the main screen. None of the channels are showing although the TV guide is present, apps are also failing or freezing.
The box is receiving an IP address and the diagnostic confirms this however the signal quality never completes.
I have three boxes in the house, two are upstairs in the bedrooms. I have swapped the boxes over in the bedrooms to identify if it's a coax connection issue and the same box still fails. So to clarify, one box works in either bedroom and the other one doesn't, this also eliminates the issue being a weak power supply or an internet connection issue.
I couldn't get the reset of procedure of holding the power and + button to work but on the odd occasion the box booted I did perform a factory reset, but to no avail.
The 'test your equipment' feature on the Virgin Media app also shows an issue with the box, stating it cannot communicate with it. (This is when this feature actually works, often failing on the app and web).
Due to the huge delay it takes to boot I believe it's probably the hard disk on it's way out but either way I think it's safe to say the box need replacing. The only other explanation would be an issue with the slave box communicating with the master box, however this would normally produce an error message.
All equipment in the house including the HUB have been rebooted.
The reason for the original question is to prevent me wasting time. I have previously waited in all day for engineers that have never turned up, I've also been given morning slots and the engineer has turned up in the afternoon.
So ideally I would rather receive a box in the post, swap the 4 cables and notify VirginMedia of the new serial number once complete. My job will take 30 seconds and hopefully I can notify Virgin via phone or WhatsApp away from home for them to do their bit.
Felixkat wrote:The box is not receiving a signal via the coax and takes a very long time to boot up, often needing multiple attempts of cycling the power to get it to the main screen. None of the channels are showing although the TV guide is present, apps are also failing or freezing.
The box is receiving an IP address and the diagnostic confirms this however the signal quality never completes.
I couldn't get the reset of procedure of holding the power and + button to work but on the odd occasion the box booted I did perform a factory reset, but to no avail.
All 360 boxes will take a longish time (around 6 to 8 minutes) to boot up if they have been turned off completely or disconnected from the mains.
The boxes can also vary in time taken to awake from standby depending upon which energy efficient power consumption setting you have chosen. Fast Start as it's name implies will boot up from standby faster than either Active Start, or Eco Start (the slowest)
It would be very helpful if you ensured that the box you are having issues with is switched on and set to either Fast Start or Active Start so that when the foum team pick this up they can send a signal to the box. (they can't do that if it's on eco start)
It would also be helpful if you could confirm the last four characters of the serial number of the box which you are having the problems with. The serial number is printed on a sticker on the bottom of the box.
I've included the image of the three boxes you have (below) that you posted when you had issues previously.
There are 3 methods to reboot the box and force it to boot up with the latest system image aside from using the factory reset option.
1) Turning off by the switch on the back of the box; then on the front of the box holding down both the power button and the - (minus) button at the same time. Then turn on the box again whilst keeping hold of those buttons for a further 30 seconds.
2) If the power button and the - button workaround doesn't solve it then try using the power button and the + (plus) button at the same time instead.
3) You could also try the three fingered salute, which is switch off on the back of the box; then on the front hold down the plus, minus and power buttons at the same time, and switch on again whilst keeping all three buttons pressed down. When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again.
If you have 3 x 360 boxes are they all updated V6 boxes or did you have an old TiVo box swapped for a 360 mini box. If they are all updated V6 boxes and one is faulty then it will get replaced with a 360 mini box.
You would need to clarify what the faulty box is before anyone would send you one, picture below is of a 360/V6 and 360 mini box.
