Forum Discussion

jw1949's avatar
jw1949
Dialled in
8 months ago

360 Upgrade FAILURE

I received an email from VM today suggesting I should upgrade my V6 box to the 360 software to access additional functionality. I followed the instructions to order the upgrade - the ordering failed with the message TM3/15/10-0-100155 & presented a web address to access for help.  This displayed an “apology” message with a link to LIVE CHAT.   Needless to say, the link does not work.

This is, once again, extremely frustrating. Why is is that whenever one tries to contact VM or to do anything at all online on the VM site, one is faced with an inexplicable error and then has to waste even more time navigating more systems that do not work.  I cannot bear to phone VM for help as that is usually an even more disastrous expedition.

Please can someone intervene & possibly help with this ???

  • BlueLou's avatar
    BlueLou
    Virgin Media Staff

    Hey jw1949 I can help with this.

    Can you share an image of the message and the link that you tried?  What was the error you saw?

    Also what time did you attempt the chat session?

    The migration app is relatively new and the vast majority of customers have been able to use it to upgrade but sometimes there can be some account issues that cause it to fail in this way. 

    I'll reach out to one of the forum team to capture your details and we can look into your account.

    • jw1949's avatar
      jw1949
      Dialled in

      Hello Bluelou, tried again, same result but error code has changed to TM4, otherwise as above

       

      Last evening, it was about 1630 when I tried.  

      • BlueLou's avatar
        BlueLou
        Virgin Media Staff

        Hi there, 

        Thats strange, the error seems still to be related to an open work order after you called into faults back in March. 

        They mentioned it was now cleared so should have worked.  Please try agin in 24 hours and if it fails share an image of the message on here and I'll also check the chat link, that should have worked!

  • Chipping in here to say that we are experiencing the exact same problem.

    We've tried multiple times to upgrade to 360 via the install app on the TV. Every time we get the same "We couldn't process your order" error (code is TM4/19/10-1-200000).

    I also tried the QR code and the live chat link on the linked page doesn't work for me either.

    I'll be keeping an eye on this thread for a solution!

    • howardjennings's avatar
      howardjennings
      On our wavelength

      That's exactly the same error I get. Don't bother phoning, the only option that doesn't end with "we've sent you a link to our website, goodbye" is the I want to cancel. That gets you through to a lovely person in the Philippines who will sell you a new contract for less, or disconnect. Online chat is less help than a chocolate fire guard and starting an official complaint is worse.

      My solution and it may seem a little extreme to some, is to move to an area that VM doesn't supply. I'm off in a couple of months and can't wait.

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Hi howardjennings.

        Apologies for the late reply. Please don't worry we're here to help you, When you get a spare minute can you also drop me a private message.

        Gareth_L

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello Jasewarner,

      Thanks you for bringing this to our attention. Would you be able to send me a private message so I can take some details from you and help with this upgrade to 360.

      Gareth_L

  • Hi 

    The link isn't fixed and I have the same problem as the others. I have just tried now. I have reset my box, I have tried upadating and the error message appears and then the live chat doesn't work either

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello Daveyb83.

      Sorry to hear you're also experiencing the same issue with the upgrade, When you get this message please send me a private message as I'd like to help arrange the upgrade from here.

      Gareth_L

  • BlueLou's avatar
    BlueLou
    Virgin Media Staff

    Daveyb83  please click the red "message us" button on the right to start the chat if the button in the middle doesnt work

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Hi Daveyb83 

      I've just checked and the message us button is there on the right hand side (screenshot below).

      Have you tried using a different browser or incognito mode?  Also make sure pop ups are enabled.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        Thank you for posting this newapollo.

        I can see my colleague has sent them a DM to look into this 🙂 

  • Hello again, after messaging with Gareth on the forum, he resolved the issue at the VM side & ordered the new remotes which arrived Thursday 11th.  At the 3rd attempt on Saturday, we managed to upgrade both of the V6 boxes & are now getting used the the rather different 360 setup. Thanks to all on the forum team who assisted with this - we got there in the end. 
    Jack. 

  • Having the same issues, upgrade confirmed last week, remotes arrived, then the error message outlined on the earlier pages and then M63 error

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey K0zmic, thank you reaching out and I am so sorry to hear about this.

      Can I just check did the upgrade try and go through again or are you still getting this error?

      Do let us know.

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello Drrjparkes99,

      Thanks for your first post and welcome to our community.
      Sorry to hear you're having the same issue with the 360 upgrade.
      I'd like to investigate this for you if you still need assistance.
      If you don't mind, I will need to send you a private message to pass security. 
      If you can check your logo at the top right of your screen that would be great. 
      Gareth_L