Forum Discussion

deehar's avatar
deehar
On our wavelength
21 days ago
Solved

360 box stuck on welcome

Yesterday the box failed to do scheduled recordings, and seeing as this is not unusual for the box(and usually deletes all recordings after reset), I did a reset this morning, only to come home and it's still stuck on the welcome screen over 24hrs now

I've done all the power off, hold down buttons etc.

Status check says there are tv and broadband issues, and I had a txt from virgin saying they would monitor the problem for 24 hours.

Service status today still saying broadband and tv issues, a text tonight from VM said they have monitored for 24hr and the issues should be resolved, they're not!

Our second box upstairs is working fine.

I can't remember how many times I've lost recordings with this 360 box.

  • deehar's avatar
    deehar
    14 days ago

    Engineer came and changed the box, everything working ok now.

    Thanks for your help Kath

5 Replies

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

    It might have been a failed update as a few of us had our boxes updated to version 5.22 overnight.  However I would have expected your screen to show an animated arrow/floppy disk icon if the update had failed, rather than cycling the Welcome screen.

    I can see looking at your other threads that you've had this issue for 2 years.

    Just to try and get that actual box working for again now (prior to getting it swapped  out for a new one)  I would again try the 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. 

    It might be an idea to swap the two boxes around for now so that you do have a working box downstairs where I would imagine you do the majority of your viewing (and possibly start setting up recordings on that box).

  • deehar's avatar
    deehar
    On our wavelength
    21 days ago

    Thanks for your reply 

    Sorry I forgot to mention there was the arrow trying to download.

    I've had a new box in the last 2yrs aswell

    My son said there Is a clicking sound coming from the box.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      19 days ago

      Hi deehar, 

      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 you're having continued issues with your 360 box. Checking things here, your box is showing some concerning stats. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. 😊

      Thanks,

  • deehar's avatar
    deehar
    On our wavelength
    14 days ago

    Engineer came and changed the box, everything working ok now.

    Thanks for your help Kath

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      12 days ago

      Hi deehar,

      Thanks for letting us know 😊

      We're happy to hear this is now resolved.

      If you have any further questions, please pop back to us here on the community forums and we'd be happy to help.