TV 360 box dead - no help

Hi SonningCP, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your TV box is stuck on the welcome screen. Since posting, we can see you were able to speak to the team and an engineer has already attended. Please let us know how things went on the visit, or if you're having any further issues. 

Many thanks, 

That's really poor from VM, you should be able to report over the phone. A response on here might take days.  No wonder their CS has won an award. https://www.which.co.uk/policy-and-insight/article/shoddiest-of-the-bunch-which-reveals-the-companies-behind-the-biggest-consumer-letdowns-of-the-year-awLXz0F7OWMO

If calling 150 isn't working for you you could try using the WhatsApp number 07803 089684 some people have had good results with that, not sure how long you have to wait for a response it might not be instantaneous.

The other option is to wait for one of the forum team to respond which might be 2 to 3 days.

Hi SonningCP​ 

Since the box has lost all recordings and you keep having to sign into all apps etc then the hard drive is probably kaput and your box will need replacing.  There are usually also issues when pausing a live TV program for a minute or two, and then pressing play when the hard drive is broken.

You might be able to get it working again by doing the following:- 

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 standby/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 standby/power button and the -  button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.

You could also try the three fingered salute, which is switch off on the back of the box;  then on the front hold down the plus, minus and standby/power buttons at the same time, and switch on again whilst keeping all three buttons pressed down.  When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again.

If you do manage to get your box working again by trying the above then I suggest you make a note of all of your series links as you will still probably need your box replacing in the future.

Next time you do have any issues you could try performing a factory reset.

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options
Keep Recordings
Format Disk
Choose Keep Recordings, which means you won't lose your recordings, and any planned recordings, or series links you've set up. You may have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again.  Also Match frame rate and Standby power consumption may go back to their default settings if you have changed them.