Forum Discussion

Servojack's avatar
Servojack
Tuning in
7 months ago

Issues after upgrading to 360

We have two v6 boxes that have been upgraded to 360 last week. Both have new remotes. 

Most days we seem to have issues. Sometimes the main ‘home’ layout doesn’t show images and looks blank. I can still use the remote to access apps or TV but just looks odd. 

Sometimes it’s so slow it’s unusable. 

Sometimes the apps don’t work, Netflix or any other just give an error about not getting available and to try again later. 

To fix, we power off the box, leave for a minute or more and power back on again.  This resolves the issue for a day but then goes wrong again. 

I’ve done a factory reset and that doesn’t seem to have helped either. 

What can I do to resolve this on both boxes?

 

Thanks

Steve

9 Replies

  • roy247's avatar
    roy247
    Hero
    7 months ago

    How are both boxes connected to your hub ethernet cable or wi-fi, the Home page and apps use your network connection.

    Is live TV working OK, what error messages do you get.

     

    • Servojack's avatar
      Servojack
      Tuning in
      7 months ago

      One box connected via cable and one in WiFi. 

      When I have an issue with the Apps like Netflix, I can access no problem on my TV as that has the app anyway. So I know it’s not a network issue. 

      I’ve managed to speak to Virgin now and have a technician booked for Friday, let’s hope they can work some magic. 

      Thanks

      Steve 

      • roy247's avatar
        roy247
        Hero
        7 months ago

        You might get both boxes replaced one with a mini box which has no hard drive so any future recordings will all be on the one box.

         

  • Servojack's avatar
    Servojack
    Tuning in
    7 months ago

    The engineer came out and reset network signals, did a factory reset on the boxes (which I’d already done on one box).  Things seemed to be going ok, until we couldn’t watch a recording, got the error CS2200 - Failed to play recording.  Watching ,live TV or any of the apps seems to be ok, which was a problem before, but obviously somethings still not right.

    Before the engineer came out, every time we had tom power off and on the boxes we lot the recordings and had to set up again.  That happened all by itself over night last night!  All recordings gone.

    I’m fairly sure the boxes need replacing, so I’ll have to go and call VM again, which takes ages and is a right pain in the butt.  Their hold music is the worst, which if I’m being cynical says to me they want to stop you being on hold!  🙂

    Any other ideas before I have to call them?

    Thanks for your help so far.

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      7 months ago

      Hi Servojack,

      Thanks for posting and sorry to hear you're still having some issue with the box. So I can get a few more details from you, I've popped you over a private message.

      Alex_Rm

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    7 months ago

    If the engineer comes again ask him to swap you to V6 boxes that haven't been downgraded to 360. They'll say no to this over the phone. It might cost a cup of tea & biscuit. Then live happily every after.... 😉

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    Are you still sure the 360 is an 'upgrade' ?

    Ask the technician for V6 boxes. They might have some on the van.

  • Servojack's avatar
    Servojack
    Tuning in
    7 months ago

    At the moment, everything seems to be sorted, so thanks for everyone’s help and comments!

    I actually really like the new interface and I have access to all the apps I need, I used to have to change to my TV for Apple and Disney but no more!

    Just need to get my Bose soundbar to be controlled by the new VM360 remote but that’s not a huge deal, just a nice to have. 

    Thanks