Forum Discussion

dianne383's avatar
dianne383
On our wavelength
31 days ago

360 box stuck on welcome screen.

Several months ago and again a couple of months ago, the box stopped showing the icons for the apps and the channels would not load. I reset the box on the settings menu which fixed the problem both times.

Today, the same fault with the missing icons on the apps and the channel not loading happened again. I reset the box on the settings menu and the box was stuck on the welcome screen. 

I tried resetting the box again by powering on the box while holding the - switch and the On button for 30 seconds. A screen appeared which showed what looked like a download icon. After a few minutes, the welcome screen came on and is stuck there again.

Please can you help.

Apps
Tv360

9 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    31 days ago

    Try turning off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the standby/power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

    If the standby/power button and the -  button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.

    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 standby/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. 

  • dianne383's avatar
    dianne383
    On our wavelength
    31 days ago

    Thanks for your help. I had already tried the + (plus) button with the same result as the - (minus) button. I've just tried holding the + (plus), the - (minus) and the standby buttons while switching it on and holding the 3 buttons for 30 seconds and I got the same download icon. I didn't get a message that it can't acquire channels, but  after a few minutes it is stuck on the welcome screen again.

  • dianne383's avatar
    dianne383
    On our wavelength
    30 days ago

    No reply from Virgin Media. I'll have to ring them. 🙄

  • dianne383's avatar
    dianne383
    On our wavelength
    29 days ago

    As I suspected, ringing them was a waste of time. After their bot telling me it would investigate and reset the box remotely, and me holding the line for over 10 minutes, the bot hung up and the box was not reset and still stuck on the welcome screen. 

    I don't know how to resolve this.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      29 days ago

      Hi again dianne383​ 

      Don't reply to my post here just now as that will probably push you further down the queue but just wait and your thread should be picked up either later today or tomorrow by a member of the forum team and they will be able to help.  Reply when they respond to the thread.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      27 days ago

      Hi dianne383 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with your 360 box stuck on the Welcome screen. 

      Did you try the steps kindly advised by newapollo to see if this resolves your concerns? 

      Keep us posted with how you get on, and we can investigate further should you still need. 

      • dianne383's avatar
        dianne383
        On our wavelength
        26 days ago

        Thank you.

        I had already tried most of the steps advised by new Apollo, and the fault was still present. 

        I tried ringing 'faults' and after being hung up on four times, on the fifth attempt, I managed to speak to a human. They did some remote testing of the 360 box and agreed it is faulty. 

        An engineer is coming tomorrow to install a new box. I will have been without TV now for five days and I will lose several treasured recordings that are no longer available.

        I would like to make the point that it should be easier to contact Virgin Media to get faults fixed, and it should be possible to download any recordings made. 

  • dianne383's avatar
    dianne383
    On our wavelength
    25 days ago

    Virgin Media engineer replaced box last night. Only took 5 days from trying to report the fault. VM need to improve the fault reporting mechanism.