Forum Discussion

MonkDave666's avatar
MonkDave666
On our wavelength
15 hours ago

Service upgraded without box showing up lol

So I got swapped to "Virgin TV360" or whatever it is after having this V6 box for ages, which I was quite happy about tbh as it has some serious issues. Anyway, I got a new remote control in the mail. And no box. So we're sat here, and a week later the V6 box updates - all new software, I am guessing this is the 360 box software (which, apparently, works on anything lol) - box is much faster, and I do prefer the layout, but it doesn't turn on with either remote, I have to turn it on at the box which is actually kind of a pain. I do not have time to call, and it's impossible to find an email address that doesn't bounce back, is there someone here that can take my order number or name or whatever, and get my new box sent out please? It's funny it works on the old box, but it's still not flawless.

Tv360
Upgrade
V6

6 Replies

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    4 hours ago

    They are automated emails. Whether you are migrating or receiving a box for the first time as a new subscription you get the same email. The hardware for both platforms is identical as the box was developed specifically for Horizon by VMs parent company. The UK is the exception where the first generation box was backwards compatible with TiVO until customers could be migrated to a common platform across Liberty Global’s operations.

  • MonkDave666's avatar
    MonkDave666
    On our wavelength
    6 hours ago

    Wow, that is astoundingly not clear whatsoever. So emailing me with "your new package now includes : Virgin TV 360 BOX" is not exactly right, huh? It should be "your current box has received a software upgrade" - I have been expecting, the entire time, a new box to be delivered lol. I'd probably do some re-wording with that tbh. The last time my "box" required an upgrade, I got sent a new physical box. Anyway, thanks for the replies!

  • newapollo's avatar
    newapollo
    Very Insightful Person
    9 hours ago

    Hi MonkDave666​ 

    Firstly replace the batteries in the 360 remote and then pair the remote again.

    It should work by holding down the 'Live TV' (the one on the right hand side directly below the red power/standby button) and '0' button together for around 10/15 seconds. The Standby button should then start to flash followed by an onscreen message displaying 'Pairing successful - this remote will only work with this Virgin 360 box'.

    You can also try the following:-
    Put the box into 'Pairing Mode' by pressing the Standby/On button on the front of the 360 box for 10 seconds.  Then using the remote control, press and hold the 'Live TV' button and the '0' button together for 10/15 seconds. And fingers crossed hopefully a  message should appear on the screen confirming that pairing was successful. 

    Once you have the remote working again then iIf you need to pair the TV 360 remote with the TV to control volume, source or power then press Home > Settings > Audio & Video > Pair remote with devices > Press OK then  Pair TV and follow the on screen instructions.

    • MonkDave666's avatar
      MonkDave666
      On our wavelength
      9 hours ago

      Seems like you didn't read my post all, unfortunately. I don't have a 360 box. I never received one. BUT - they have upgraded my V6 box with the new software. And although the V6 remote works with the V6 box, it no longer turns it on. What I am looking for here is someone from Virgin to get my details and get me a box sent out. The reason I mentioned I have a 360 remote is because THAT'S ALL THEY SENT ME. 

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

        MonkDave666​ 

        I did read your post.  You have stated that your 'V6  box' updated and is now running the 360 software.   That is the correct process.  I've advised how you can pair the 360 remote again which should get it working correctly. You don't receive a new TV set top box.

        The V6 receives an over the air update which migrates it from the tivo (V6) based platform to the horizon (TV360) based platform.   The migration formats the hard drive before installing the horizon (360) platform.

        There should have been an instruction leaflet included in the box containing your 360 remote, although sometimes the instructions are printed on the inside of the box lid containing the 360 remote control.  You can view a copy online <here> and I've also included a screenshot (below)

        There's also a complete online guide detailing the migration from V6 to 360  https://assets.virginmedia.com/resources/pdf/TV360-Migrate-guide-with-TiVo.PDF

        I've also enclosed a screenshot of the 360 remote which shows the actions each button performs.