Forum Discussion

garypjackson's avatar
garypjackson
On our wavelength
6 months ago

Another Upgrade Failure

Ran through the setup instructions which accompanied my new remote.

At the end of the procedure a message saying "we cannot upgrade now please try later" appeared.
I clicked on "OK" and it immediately told me to switch off for 30 seconds at the mains and reconnect.

When I did it started some sort of update which included pairing the new handset, then it stopped at the screen below where it stopped for over 30 minutes.

If I reboot, I get the welcome screen followed by the red Virgin logo in the middle of the screen then straight to the same screen below where it stopped the first time

So far from being upgraded, no TV whatsoever at present.

Help appreciated!



  • elmo360's avatar
    elmo360
    Virgin Media Staff
    6 months ago

    Hi Gary, apologies for this experience will try and help. Are you able to scroll down on this screen and click ok, assuming your new remote is paired? 

    If the remote is not paired - you may need to repeat the pairing by pressing [TV] + [0] on the remote for 10 seconds.

  • garypjackson's avatar
    garypjackson
    On our wavelength
    6 months ago

    Thanks yes the handset is paired but the screen is stuck. Engineer coming tomorrow

    • Beth_G's avatar
      Beth_G
      Forum Team
      6 months ago

      Hi garypjackson

      Thanks for your post - sorry for our delayed response and to hear your TV upgrade failed.

      How did your visit go on Friday? Do let us know if you need any further assistance.