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flanz's avatar
flanz
Joining in
3 years ago
Solved

Failure to install TV 360 Error code MA1/15/40

HI

I am having an error updating my V6 box to TV 360 have tried a restart and spoken with customer service who also tried to install the update remotely and couldn't do it.

I was told it would be escalated to supervisors who would respond within 5 working days, however having read comments on here, I am not confident this is going to get fixed anytime soon.

Anyone any suggestions how I can get this sorted please

Thanks

  • newapollo's avatar
    newapollo
    3 years ago

    Hi flanz

    All codes beginning MA are a 360 box specific error code (even though the box is still running V6) due to a migration issue meaning the box is unable to complete the upgrade. This is due to the box either not being activated, unable to complete the update process, or the software upgrade has been started but the billing system doesn’t know which account to tie the equipment to in order to activate the box.

    A few other people with this error have managed to perform the update by either removing the box from the mains for five minutes and trying again, or by deleting recordings to make more space and then trying again.

    You could also try turning off the V6 at switch;  then on the V6 box  hold down both the power button and the + button at the same time.

    Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.

    The box should reboot, the power button will turn blue, and fingers crossed it will reset and boot up normally, and then hopefully install the 360 software update.

    If that doesn't work then the Faults team may be able to fix this, if not they will escalate it to 2nd level support to fix it over the phone by sending a new update signal. (they make sure they are being sent to the correct  boxes (ie the right serial numbers) sometimes they have to reset their system as it shows the process has completed even though it's been unsuccessful and the customers box is still running the older Tivo interface, or is stuck in a bootloop/download loop.))

    If the second team can't force the regrade through from their end then they send out a tech to replace the box(es)

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  • flanz's avatar
    flanz
    Joining in
    3 years ago

    HI

    I am having the exact some error and the update of my V6 box is failing, I have tried a restart and spoken with customer service who also tried to install the TV 360 update remotely and couldn't do it.

    I was told it would be escalated to supervisors who would respond within 5 working days, however having read comments on here, I am not confident this is going to get fixed anytime soon.

    Anyone any suggestions how I can get this sorted please

    Thanks

     

    • newapollo's avatar
      newapollo
      Very Insightful Person
      3 years ago

      Hi flanz

      All codes beginning MA are a 360 box specific error code (even though the box is still running V6) due to a migration issue meaning the box is unable to complete the upgrade. This is due to the box either not being activated, unable to complete the update process, or the software upgrade has been started but the billing system doesn’t know which account to tie the equipment to in order to activate the box.

      A few other people with this error have managed to perform the update by either removing the box from the mains for five minutes and trying again, or by deleting recordings to make more space and then trying again.

      You could also try turning off the V6 at switch;  then on the V6 box  hold down both the power button and the + button at the same time.

      Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.

      The box should reboot, the power button will turn blue, and fingers crossed it will reset and boot up normally, and then hopefully install the 360 software update.

      If that doesn't work then the Faults team may be able to fix this, if not they will escalate it to 2nd level support to fix it over the phone by sending a new update signal. (they make sure they are being sent to the correct  boxes (ie the right serial numbers) sometimes they have to reset their system as it shows the process has completed even though it's been unsuccessful and the customers box is still running the older Tivo interface, or is stuck in a bootloop/download loop.))

      If the second team can't force the regrade through from their end then they send out a tech to replace the box(es)

      • flanz's avatar
        flanz
        Joining in
        3 years ago

        Hi Dave

        Thanks for your help, I've tried everything you suggest and still have the same error message, how would you suggest I move this to the next level and get it sorted, from then discussion with the support team on Friday, I don't actually understand what is going to happen next, do I need to call again or will someone contact me?

        Thanks again

        David

  • Sprool's avatar
    Sprool
    Tuning in
    2 years ago

    What was the resolution? Im having same issue and holding down the ON button and + while switching the unit back on again does nothing - light just goes amber.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 years ago

      Hey Sprool,

      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 services at the moment. Are you still having the issues that you reported, sorry to ask this but have you tried to reboot your box by turning it off at the power source since the issues started?

      Kind Regards,

      Steven_L

  • marekthomasx1's avatar
    marekthomasx1
    On our wavelength
    2 years ago

    Hi All. Dave’s solution is partially correct however it’s MINUS to do so. Flick power off on the V6, press and hold the Minus button and switch the switch back on until you see a welcome/starting up screen. let go of minus. meanwhile, should see a download arrow appear momentarily. if this doesn’t work, Faults T1 can replace the box via an engineer.

    • OliverHS's avatar
      OliverHS
      Joining in
      9 months ago

      This method absolutely just worked for me, after trying the above mentioned power & plus method a few times that absolutely DIDN’T work. I wish I had read this before spending an hour on the phone with Virgin customer service, being told to try the same reboot options a 5yr old would know how to do - basically I kept being asked to switch it off and on again. The agent at no point ever suggested power off and on again with holding the minus button - how can they not know this?! Utterly appalling service from Virgin. Boggles my mind they can’t tell me this and a forum of users can.

      Anyway, I’m happy as it means I don’t have to wait a week for my technician call out, which was the agents solution after faffing around aimlessly for an hour.

      Roll on 360. 

    • qprstu's avatar
      qprstu
      Joining in
      7 months ago

      Thank you for this. Worked for both my boxes and no doubt many hours on the phone to virgin 🙄

    • dadslad's avatar
      dadslad
      Tuning in
      7 months ago

      Can you please tell me where this MINUS button is supposed to be on my remote? Neither my old V6 remote or new 360 remote has one.

      Thanks

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

        Hi dadslad 

        The button is on the front of the set top box, on the left, and not the remote.

  • shirleywhite's avatar
    shirleywhite
    Dialled in
    9 months ago

    Hi all. Got my new remote yesterday. Tried the update per instructions. Message "this may take up to 30 mins" but then "installation failed" with a MA error code and try later. I came on this forum and saw the advice to reboot box with "minus" held on. This worked!!  Got a slightly different set of boot screens.....welcome etc....but then that down arrow thing.  The software update itself was very fast.  I would say approx 5mins....and then asked to pair the new remote and shortly after there was my live tv.I

    Hope this might reassure/ help others getting errors updating.

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      9 months ago

      Hi shirleywhite 

      Thanks for the update. We're glad things have been resolved for you and if you need any further assistance, let us know. 

      Have a lovely weekend 🌞

    • OliverHS's avatar
      OliverHS
      Joining in
      9 months ago

      Worked for me too. Claps hands. Enjoy your upgrade. 

  • baltisalty's avatar
    baltisalty
    Joining in
    8 months ago

    I took have got the error code MA1/1/404 migration not possible try later. I held down the minus button whilst switching the box off and back on..I also got the download arrow display for a couple of minutes..the box then restarted to the same state it was in before..still not letting me install the 360 service and still throwing up the same code..think I'll stick with my original V6 box, suppose the plus side is I get to keep my recordings and series links

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      8 months ago

      I am sorry to hear this.

      If you change your mind and wants us to look into this do let us know.