Forum Discussion

brizoh71's avatar
brizoh71
Tuning in
5 months ago

STB Refsw Design on TV360

My TV360 box is faulty; it is stuck on the welcome screen and when selecting the HDMI channel the box is on it shows STB Refsw Design as the identifier. I can't use my TV services at all, the remote doesn't function with the box, like it has lost connection.

The box shows a static amber light and rebooting the box after powering off for a few minutes has no effect. Have an engineer booked for Thursday but will be without my TV services until then which I'm not too chuffed about.

What has happened to my box?

  • nodrogd's avatar
    nodrogd
    Very Insightful Person

    Sounds like a failed hard disk. 4 working days is around average for resolution of a fault on a residential service. If you have no other means of getting VM TV then you can claim a refund for loss of service over & above the first 48 hours since you reported it.

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi brizoh71 

    That sounds like a failed update.  There has been a recent update. My 360 updated to software version 5.13 on 2nd October.

    There may be a workaround, as indicated below, but in the meantime you can use the TVGo app on ios and android tablets and mobiles, and TVGo browser version on a computer via 

    https://virgintvgo.virginmedia.com/en.html 

    You might be able to connect your computer/laptop to your TV via HDMI cable for full screen.

    TVGo is also now available for Apple TV users.

    Also if you subscribe to Sky Sports then use the Sky Sports app on ios and android tablets and mobiles, or the browser version by going to the Sky Sports website.

     

    WORKAROUND:  You could try turning off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the 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 power button and the -  button workaround doesn't solve it then try using the power button and the + button at the same time instead.

  • Thanks, tried the power and - buttons .. the box now appears to be trying to download something, but it only lasts about 15 seconds then the box clicks off and restarts with the welcome screen again. This displays for about 30 seconds then goes back to the download and the cycle repeats again.

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Hi again brizoh71 

      Thanks for updating the thread, sorry to see you're still stuck at the welcome screen.

      Try removing the power from  the box for 5 minutes (unplug from the wall) and then that sequence of buttons again.

      Have you also tried the  power button and the + button as well, as this often works instead?.