Forum Discussion

Zelda12345's avatar
Zelda12345
On our wavelength
4 days ago
Solved

Faulty 360 box needs replacing

Hi, 

Tonight my 360 box was playing up and is now stuck on the welcome screen and constantly rebooting. I’ve tried the reset as mentioned on these forums before but to no avail. I think it’s been slowly on its way out as it has been saying it has an error for weeks now but has now given up the ghost! How can I order a new one? I’d like this to be done ASAP. 

many thanks, 

Zelda12345

  • Zelda12345's avatar
    Zelda12345
    2 days ago

    Hi,

    Following my phone call to arrange the engineer visit, I messaged Virgin Media via what’s app and explained my situation saying I was not happy with the wait. This was raised as a complaint and the engineer came out the following day and changed the faulty box. A fantastic service from Virgin and delighted I was listened to.

6 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 days ago

    Hi Zelda12345​ 

    Which particular reset have you tried?

    The one that mainly works is to turn off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the standby/power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

    If the standby/power button and the -  button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.

    If the above two methods fail then switch off on the back of the box;  then on the front hold down the plus, minus and standby/power buttons at the same time, and switch on again whilst keeping all three buttons pressed down.  When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again.

     

    • Zelda12345's avatar
      Zelda12345
      On our wavelength
      4 days ago

      Hi @newapollo, 

      I have tried all the above suggestions and it’s still not working. Will phone to report the fault I think! 

  • Zelda12345's avatar
    Zelda12345
    On our wavelength
    4 days ago

    Hi, 

    I have tried these but will try again this morning. When I did this I got an icon on screen of an arrow pointing down to a box, suggesting some sort of download? 

    thanks 

  • Zelda12345's avatar
    Zelda12345
    On our wavelength
    4 days ago

    Hello, 

    I have booked an engineer to replace the box but they cannot come until Saturday?! This is a disgrace, nearly a week without a tv service I am paying for? Surely this is an urgent requirement to have this box replaced. Could one of the forum team please contact me about this. 

    Thanks

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 days ago

      Hi Zelda12345 thanks for posting although we're sorry to hear of the concerns you've raised regarding your TV360 box.

      If you already have an engineer visit booked in, then unfortunately we won't be able to do anything to fast-track this, as you'll have been given the earliest possible appointment time.

      If anything earlier comes up, you'll be given a text message to let you know.

      Many thanks

  • Zelda12345's avatar
    Zelda12345
    On our wavelength
    2 days ago

    Hi,

    Following my phone call to arrange the engineer visit, I messaged Virgin Media via what’s app and explained my situation saying I was not happy with the wait. This was raised as a complaint and the engineer came out the following day and changed the faulty box. A fantastic service from Virgin and delighted I was listened to.