Forum Discussion

JohnWiltshire's avatar
JohnWiltshire
Joining in
9 months ago

Error message when attempting to upgrade to TV 360

Hi,

When attempting to upgrade to TV 360 on my TiVo box I get an error message. The message states: Error TM4/19/10-1-200000

On screen you can scan a QR code to be taken to the message centre to ask for help. Unfortunately the agent was unable to help and passed my enquiry onto another team who would be in touch but nothing has happened. This was reported 6 days ago. I’ve attempted to install the app several times and receive the same error message. 

Does anyone have any advice on how to fix this situation? I don’t seem to be getting anywhere. 

Thanks.

 

7 Replies

Sort By
  • elmo360's avatar
    elmo360
    Virgin Media Staff
    9 months ago

    Hello, apologies you're having this issue! We had a look at your account and it looks like there was an open ticket on there regarding a broadband issue - which may have been preventing our systems from carrying out the TV360 upgrade.

    We have closed this ticket down - please can I ask for you to retry now and it should be able to upgrade?

    • JohnWiltshire's avatar
      JohnWiltshire
      Joining in
      9 months ago

      Option to upgrade to 360 appeared on Home page today. Same error message as previously so the problem remains. 

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

    Sorry for this - truthfully we're not sure why you're receiving this error message on the on screen app. We've manually booked the upgrade, your new remote should be with you on Tuesday.

    Let's stay in touch on this thread and get you through the upgrade - apologies for the inconvenience.

    Let us know how you get on when the remote has been delivered.

    • cazzab's avatar
      cazzab
      Tuning in
      9 months ago

      I am in the same situation. I keep trying on the screen and keep getting an error message on both my boxes. I've scanned the qr code which takes me to the bot which just asks ne questions but can't get it to understand about the 360.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        9 months ago

        Hi cazzab,

        Sorry to see you are also having problems migrating to 360.  

        To help forum staff what's the actual error code you are seeing?   You've  posted on 3 different threads so far, but each thread you've posted on has a different error code.

        Is it  Error TM3/19/10-1-200000,  or Error TM4/10-1-200000 or Error TM4/19/10-1-200000 or a different one?

        Also how far do you get in the regrade process/ where does the error occur?