Forum Discussion

david1235's avatar
david1235
On our wavelength
1 month ago

Activation confusion

This week I received a Virgin 360 box, when I thought I’d receive a Stream Box, not that I’m complaining, I like the 360 box and have been watching it this week.

But today I received an email saying that my box hasn’t been activated yet with instructions on how to do it or return it if I don’t want it anymore.  The email states that I have an Arris TiVo box with it’s serial number listed, but I don’t have this box, I have the 360 box which I’m happy with.

Could a Moderator or staff member please look into this for me?

Thanks

David.

5 Replies

  • roy247's avatar
    roy247
    Hero
    1 month ago

    If you press the Home button and go to Settings > Info > About and look at the Hardware Version and TV box serial number it could say Humax or Arris as the manufacturer in Hardware Version, Arris can be either a TiVo software V6 box or updated to a 360 box where the Humax has only been used with 360 Horizon software. Check the box serial number matches the one in the email.

     

    • david1235's avatar
      david1235
      On our wavelength
      1 month ago

      Thanks for your reply. 

      The serial number on the box is totally different from the serial number in my email. 

      • Carley_S's avatar
        Carley_S
        Forum Team (Retired)
        1 month ago

        Hi david1235
        Welcome back to the Community Forums. 
        Sorry to hear of your confusion with this email you've received. The Arris box can be the TV360, box, as roy247 has kindly advised already. 
        This does sound odd indeed. The serial number would start with AA. 
        We can take a look on our side to confirm this for you and investigate further. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

  • Carley_S's avatar
    Carley_S
    Forum Team (Retired)
    1 month ago

    Thank you for joining us over private message david1235 

    Glad we've been able to help resolve and confirm this for you today. 
    If you believe the issue to be resolved, you can mark the thread as resolved by clicking the helpful answer given, and this will show anyone else having an issue that an answer was given and direct them to the post. Alternatively, you can just like or 'kudos' the post if it helped you. 

    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.