Forum Discussion

17Jojo17's avatar
17Jojo17
On our wavelength
9 days ago

Tv box turing off after upgrade to tv 360 no help…

Sorry to start a new post but I’m unable to get any help from virgin media! I’ve posted on here explaining the issue and tried calling but every time I go through to tv help the phone line doesn’t connect and get a message telling me there’s a fault!

“I received my new remotes to upgrade my two v6 to 360 boxes this morning everything seems to have gone well but the downstairs box which is connected by WiFi has frozen and gone to a blank screen and restarted it self at least 5 times since the upgrade. How to I fix this? I haven’t used the upstairs box since the upgrade today so not sure if it’s also playing up. Not a great start I just knew there was gonna be an issue disappointing.”

I thought I’d fixed it by turning the box off at the wall. But after a few days it’s started again either freezing and restarting or freezing and restarting after turning on from stand by. Can I please get some help

12 Replies

  • 17Jojo17's avatar
    17Jojo17
    On our wavelength
    16 days ago

    Hi, I received my new remotes to upgrade my two v6 to 360 boxes this morning everything seems to have gone well but the downstairs box which is connected by WiFi has frozen and gone to a blank screen and restarted it self at least 5 times since the upgrade. How to I fix this? I haven’t used the upstairs box since the upgrade today so not sure if it’s also playing up. Not a great start I just knew there was gonna be an issue disappointing.

    edit: The light on the front box doesn’t look white when up close it looks more orange. The light on the box upstairs is fully white. 

    • roy247's avatar
      roy247
      Hero
      16 days ago

      If the upstairs box is working and connected by ethernet cable I would try swapping that box out with the downstairs box to see if that lets the update complete, it could just be the wifi connection. If that works then put it back downstairs. 🤞

    • 17Jojo17's avatar
      17Jojo17
      On our wavelength
      16 days ago

      It’s been updated, but the box has frozen and restarted it self several times since, I also just noticed the light on the front of the box is not white when up close it looks orange. 

      it just froze and restarted again…

    • roy247's avatar
      roy247
      Hero
      15 days ago

      Connect it to an ethernet cable and then try turning off the 360 with the switch on the back of the box, then on the 360 box press and hold down both the power button and the + button at the same time.

      Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

      The box should reboot and boot up normally, if it doesn't you could try the - button that sometimes works.

      If it's still not starting up it's probably a faulty box so you will need to give 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.

       

      • 17Jojo17's avatar
        17Jojo17
        On our wavelength
        15 days ago

        Thank you for your help, I think it might be faulty as it’s all updated and I’m able to watch tv/record/stream etc,  But keep getting this freezing and restarting, the orange light and also noticed the last time it restarted its making a strange sound and humming.  When I look at service status on the app it shows green but when I go in and test it says there are intermittent signal issues in my area? For both tv and broadband? as well so Hopefully someone from virgin gets back to me. 

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

    Hi 17Jojo17,

    There are three possible 'fixes'.   The first one usually works.

    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. 

     

  • 17Jojo17's avatar
    17Jojo17
    On our wavelength
    9 days ago

    Just tried this now as it seems recording has failed today and it won’t rewind or pause live tv either as well now. I’m  getting a flashing red light on the 360 box? I’ve tried calling virgin customer service several times but their phone lines don’t seem to be working for me either from 150 or main line number when I select report a fault (or any option) the line disconnects. so I’m unable to report a fault. So I’m now paying for a service I can’t use properly. 

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

      Hi again 17Jojo17​ 

      I've found your other thread and  merged them together.

      Sadly if your recordings have failed today and it won’t rewind or pause live tv it looks like the hard drive has gone and the 360 will need replacing.  This is reinforced by the humming sound you described in your other posts.

      It generally takes a couple of days for a member of the forum team to pick up your post, however hopefully they will pick this up earlier.

      Since you've had issues getting through on the phone you could try contacting them via the social media channels by either messaging 

      Facebook: https://www.facebook.com/virginmedia/

      Twitter: https://twitter.com/virginmedia

       

      • 17Jojo17's avatar
        17Jojo17
        On our wavelength
        9 days ago

        Thank you I reported this issue a week ago now and I’ve still had no reply! There no customer service. Now getting error CS2000

        the customer service phone lines simply  aren’t working for me at all no matter what option I pick.

        i don’t have have twitter and no longer use facebook. 

        never had a issue contacting virgin media in the 15 years I’ve been with them.