I have the TiVo box and was upgraded to TV360. It’s been ok until the last 3 months and now the boxs crash a lot when trying to do things like watch a movie or don’t turn on at all for 3/4 minutes. Also the box we have in the bedroom is now making a louder noise than it ever has. Sounds like a fan. I’d like them replaced really as have had them a long time. Where do I stand on this as it’s becoming annoying beyond belief.
No issues but it’s loud. And now the upstairs box just suddenly wouldn’t play sound so we have to unplug and reboot. Can’t I just have two replacement mini boxes?
Hi NeilWints,
Thank you for your post. We're very sorry to hear about the issue with your Tv box.
We can certainly take a look into this. I will private message you now to confirm your details.
^Martin
If you have 2 mini boxes then you will not be able to record anything because a mini box doesn't have a hard drive.
You need to have a 360 main box, if your second box also has a problem it will probably be swapped for a mini box.
The forum team don't respond immediately to post's on here so you might need to wait 2 to 3 days for an answer, also you shouldn't leave it so long before you respond to them or they might think the problem is resolved.
Ok both boxes should be on
Just for info NeilWints
Carley_S said, 'both set-top boxes are currently off so we've not been able to troubleshoot on our side'.
Your boxes need to be turned on and set to either Active Start or Fast Start - if you have it set to Eco Start then can't perform any trouble shooting. You can check/alter this under Settings > System > Standby power consumption
Hi NeilWints
Welcome back to the Community Forums.
Sorry to hear of your concerns with your set-top box.
Checking the systems on our side, both set-top boxes are currently off so we've not been able to troubleshoot on our side.
Is your box upstairs in an open, well-ventilated area? Do the ventilation holes show any visible dust or debris that could cause reason for the fan to work harder?
The box upstairs, do you see any error messages at all when the box crashes, either before it crashes or when you switch it back on?
Some of the older V6 boxes don't like the update and a frequent problem has been the fan running fast and loud.
The standard way of reporting a fault is to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.
When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.
