We have recently upgraded to a 360 box - which worked once but now we get a blank black screen ( no error code) which changes to a blue screen and no sound. We have checked the connections, rebooted etc but nothing makes any difference. Are we missing something obvious or do we need an engineer?
Had to get an engineer out. Problem sorted. There was an issue with the box itself
When you say upgraded to 360 do you mean converted a V6 to 360 just to clarify things, or is it a Stream/Flex/Apollo streaming box.
Have you tried a new hdmi cable and swapped connections on the TV.
When you reboot the box do you get a starting up screen.
I haven't tried this but if you have the TVGO app you could check to see if the box has booted by trying to watch a recording if you have any, the recording info is held on Virgin's servers but the recording is on the 360 box, should that work it would mean either the HDMI output on the 360 is faulty or it's a connection problem, cable or wrong TV input selection.
Also if you try to set a recording from the TVGO app I would expect it to fail if the box is faulty.
Forum TeamHi Stevie01 👋 Welcome to the community forum! Thanks for posting.
Sorry to hear about these issues with your TV360 box.
Thanks for the community for offering advice and some troubleshooting steps to try whilst you were awaiting our support. Were you able to try any of the things they suggested? We do need to rule out the option that there's an issue with the HDMI port or cable being used.
We can then run additional testing if needed! Please let us know how you are getting on. 🌞
Had to get an engineer out. Problem sorted. There was an issue with the box itself
