Forum Discussion

samjenkins's avatar
samjenkins
Tuning in
4 months ago

Main 360 Box Hangs and Crashes

I reported this via Virgin Media online chat over a month ago, it was apparently escalated but I haven't heard anything. I've since tried to speak to someone at Virgin but haven't been able to - but that's a whole other topic.

We have a main 360 box, and the smaller multiroom box. This fault only occurs on the main box.

It started with BBC iPlayer. We would click to open the app and the screen would turn dark purple and just hang indefinitely. We tried leaving it and waiting, tried every button on the remote, tried the standby button on the box but its completely unresponsive. The only way to recover is a hard power cycle, and then waiting for it to boot back up. iPlayer then works fine until a few days later when it happens again.

More recently we've had the same symptoms with the Netflix app too.

We've tried the factory reset but this didn't solve it.

Our second box has been working fine, and I don't think its ever crashed in this way.

If it wasn't for the painfully long boot up time I'd probable just live with it, but its so disruptive I need it sorted.

Any ideas? I'm happy to call and speak to someone if I can have a number that still exists and has a person on the end of it.

 

6 Replies

  • Derevko's avatar
    Derevko
    On our wavelength
    4 months ago

    Hi, It’s likely the hard drive is failing on your main tv360 and will need replacing. If you go into settings > system you can do diagnostics on the device and also do a factory reset (this will likely delete all your recordings) If the tv360 still doesn’t work it will need replacing and you will lose all your recordings. So the factory reset is worth trying anyway. 

    • samjenkins's avatar
      samjenkins
      Tuning in
      4 months ago

      Thanks. Diagnostics are all green. We tried a factory reset a few weeks ago and it made no difference.

       

  • roy247's avatar
    roy247
    Hero
    4 months ago

    Got this email last week, so you shouldn't have a problem phoning. Might be best to wait 2 or 3 days for one of the forum team to respond.

    ""We've been busy improving our phone systems this past year, which has meant some of our customers have had issues contacting us while we update a few things.

    We know this isn't the kind of service you expect, and we're sorry.

    The good news is, it's all sorted now - which means you should have no problem getting in touch with us. If you still need to, just call 0345 454 1111*. We’re here to help Monday–Friday, 8am–10pm.""

    • samjenkins's avatar
      samjenkins
      Tuning in
      4 months ago

      Thanks. I think the menu options are messed up on that main number, it seemed impossible to talk to anyone. It either dumped me back at the main menu, or simply sent me an SMS link to a generic support page and terminated the call. 

      I managed to speak to someone by going through to retentions, they couldn't help me unless I was Infront of the box to go through their diagnostics. They told me to call back this evening on 03451424444 to speak with an engineer. Unfortunately this number just tells you to call the main 0345 454 1111 number.

      • roy247's avatar
        roy247
        Hero
        4 months ago

        I would just wait now for one of the forum team to answer. 🤞