Forum Discussion

HelpPlz's avatar
HelpPlz
Joining in
2 years ago

Contract Renewal - Virgin TV360 M63 error on both V6 boxes

Hello, I was wondering if someone could please help me? I've renewed our VM contract in the past 14 days due to contract running out and as part of it they offered 360TV as a free upgrade. In the last 2 days both V6 boxes now show an M63 error (which I understand means the software upgrade did not work remotely)? We have been sent 2 new remote controls but did nothing with them as my partner was still watching some recorded shows before the boxes we're due to be wiped but it seems VM have forced the upgrade (or attempted too) already and now both boxes are unable to pause, rewind, record etc as they seem to be corrupt and still using the old software.

Last night I tried to fully reset one of the boxes (what we class as our main room TV box) holding the power and + button together when booting and after a while and what looked like a full reinstall the SW is still the old V6 SW and all recordings have been deleted, same M63 error message.

I contacted VM support on Wednesday 6th Dec to report this, the agent advised it was passed to 2nd level support. I called back 2 hours later (when I found the M63 error code) and the agent said an engineer would come out this Saturday (today 9th Dec) between 12pm - 4pm. I thought it strange I couldn't see the appointment in my account or app, also no sms text to advise an engineer was booked. I rang last night to 'double check' and was advised there was no appointment booked at all (which didn't surprise me due to no text) and we need to wait 5 days since the ticket was escalated on 7th. I advised I reported on the 6th and the ticket was supposed to have been escalated already, to which the agent responded the 2nd line team should be in touch by next Friday 15th December (which is 7 days since I reported it???). 

So not very good support so far, since upgrading (and now paying more) we have degraded TV services for potentially over 1 week (oppose to an 'upgrade').

Anyhow our focus is simply to resolve the issue and get both boxes working. I checked and they are 'Arris' boxes underneath, so maybe they need to be replaced by a VM technician? Also we don't want to lose recording on either box i.e not replaced with a 360 'mini' as we use our living room and dining room to record and replay.

Could anyone please help? Thanks in advance, any support appreciated!  

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    As part of the conversion from TiVo-powered V6 into Horizon-powered TV360, the hard drives are reformatted as a matter of course. This is not an upgrade as much as an all-out migration - much like moving a mobile phone between Android & Apple.

    HelpPlz wrote:

    Also we don't want to lose recording on either box i.e not replaced with a 360 'mini' as we use our living room and dining room to record and replay.

    Your recordings will be lost, regardless of whether VM can patch your current boxes across or replace them.

    And unfortunately, as you've identified - if a multiroom TV360-master (ex-V6) is replaced, it will likely be with a TV360-mini. The TV360 platform is fundamentally designed around one master box and multiroom minis, converting V6 is a mitigation.

    Your choice of TV box software is completely separate & independent of your package choice - unless your bundle had a TV360-exclusive such as inclusive Paramount or Disney+, there was no requirement to convert to 360 as part of it.

  • HelpPlz's avatar
    HelpPlz
    Joining in
    2 years ago

    Hi, thanks for your response, it makes sense, however it doesn't help me resolve the problem. Hopefully a Virgin support member can review this ticket and help progress the ticket and if necessary, arrange to send a technician to replace the boxes. As I've read since this failed upgrade, it's more or less impossible to go back to normal v6 once your account is migrated to 360?

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    You're already pursuing this with VM, you'll need to continue that.

    Unless your package includes an element that is exclusive to TV360 (inclusive Paramount or Disney+), then the conversion is 100% voluntary. But once you've requested, or accepted an invitation, to convert - then you're right. You cannot now revert to V6.

    All your symptoms suggest an account-level issue - either the box has converted but the account hasn't followed, the vice-versa, or some other no-man's land scenario.

  • HelpPlz's avatar
    HelpPlz
    Joining in
    2 years ago

    Yes, both boxes are still running TiVo software, so I assume the problem is with the software update...

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 years ago

    Hey HelpPlz,

    Welcome to the community and thanks for taking the time to post here on the forums.
    I’m sorry to hear of the issues that you’re having with your TV service at the moment and I can see that you have spoken to the team since you last posted and have a technician visit booked in. I hope the technician can get the issues resolved, please do let us know how the visit goes.

    Kind Regards,

    Steven_L

  • HelpPlz's avatar
    HelpPlz
    Joining in
    2 years ago

    Hello Steven, thanks for your reply. Today the engineer visited as scheduled and installed 2 new replacement boxes to resolve the problem. The service from the engineer was excellent, however, today our first bill was generated as part of our contract renewal and it does not match the contract summary amount VM sent to me for Dec payment, so I've had to contact billing today to raise this and email some additional information to a virgin media contact (email showing the contract summary and attached e-contract which shows an amount £32 less than the bill produced today.) When I looked at the bill it also shows a 'changes to bundle' charge of £55 which I was NEVER made aware of, essentially the VM agent who contacted us to renew our contract (as it was due to end 30th Dec), never at any point mentioned there would be 'charges' for renewing the contract a few weeks early, I even asked why would the contract not start from 31st Dec and they didn't seem to understand what I was saying (or they did know and did not inform me i.e deception). You're very welcome to playback those voice recordings for those interactions and it can easily be validated. We would like to keep our contract but feel we have been deceived by the agent who handled the renewal, not disclosing those 'fee's for renewing as a customer. If I knew there would be a bundle change charge, I would simple have waited until the end of Dec! I will open another ticket for this is required under the billing section. Thank you for your help @steven_L

  • HelpPlz's avatar
    HelpPlz
    Joining in
    2 years ago

    l just noticed there is no specific 'billing' section here so please refer to above post and advise if you can help me in some way, thanks...

  • HelpPlz's avatar
    HelpPlz
    Joining in
    2 years ago

    Sorry just to add to this information, the bundle that I'm now on is essentially the same package I was on before, only I've been moved to TV 360 which broke our boxes for 1 week! So I'm being charged to move to a new 'wording' of a bundle but all of the services are the same as before, only more expensive i.e Mega TV (or what was Ultimate), 1GB BB, Anytime phone, 2 TV boxes. So to recognise us as a continued customer, VM are charging us to renew our contract for another 18 months and you contacted us to do so... It's almost something I could approach the national news with and request a GDPR SAR for and it can be shared with the UK public!

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey HelpPlz,

      Sorry to hear you have been having these issues, I can see you are in a private message with my colleague already, we would ask that you keep responding there and not open multiple threads.

      Joe