Forum Discussion

Richrandle's avatar
Richrandle
Joining in
6 months ago

360 upgrade failure

Hi, I have just tried to upgrade my box to 360, but keep getting the following error:- TM419/10-1-200000.

can you please help?

  • Hi Richrandle 

    Thanks for posting and welcome to the community. Apologies for the upgrade issue. Can you confirm if you've tried the below;
    1.) Turn on all V6 boxes: take your current TV boxes off standby and check that they're connected to the Internet, ready to download TV 360.

    2.) Pop the telly on: check that it's set to the correct Input and that Virgin TV is playing.

    At this stage, there are two potential options for the next step:
    3i.) Grab the old V6 remote: tap the Home button, select Sky Sports+ on Virgin TV 360 at the bottom or the Virgin TV 360 Free Upgrade box at the top of the TV screen.

    3ii.) Grab the old V6 remote control: tap the Home button, select Apps & Games > All Apps > Upgrade To Virgin TV 360 Now.

    4.) The "Upgrade now to Virgin TV 360" screen will appear. To proceed, select the top menu option, "Get Virgin TV 360"

    • Richrandle's avatar
      Richrandle
      Joining in

      Hi, i have followed these instructions and i am still getting the same error message when performing step 3ii. The screen says “We couldn’t process your order” and displays the error TM4/19/10-1-20000.

      What can I do next?

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        Hey Richrandle, thank you for reaching out and I am sorry to hear this.

        I've taken a look and it looks like you've spoke to the team, did they manage to sort this out for you?