Forum Discussion

hertslioness's avatar
hertslioness
Joining in
2 years ago

TV stuck on welcome screen

Need help again! Our TV screen seems to be stuck on the welcome screen, I’ve rebooted, changed HDMI cables, pressed the power & + button, but screen is still stuck. It’s a 360 box.

Losing the will to live with this box, any ideas to solve it or any support would be greatly appreciated.

  • Beth_G's avatar
    Beth_G
    2 years ago

    Hi hertslioness

    Thanks for coming back to us with an update. Sorry to hear the issues are still ongoing.

    We'll be more than happy to look into replacing the TV box for you from here, however please be aware that your recordings would be lost anyway with a new box. 

    Just let us know and we can get that sorted.

    Kind regards

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi hertslioness 

    When holding the power and plus buttons you should follow this process.

    Turn off the 360 at the switch, then on the 360 box  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, the power button will turn blue, and it should reset and boot up normally.

    If that fails you either need to contact faults or wait a couple of days for the forum team to pick up this post.

    If phoning then it's 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

    When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

  • roy247's avatar
    roy247
    Superstar
    2 years ago

    Hi hertslioness,

    If it's stuck on the welcome screen then it does sound like the box is faulty, have all the cables been replaced from your previous post and has everything been working OK since then.

     

    • hertslioness's avatar
      hertslioness
      Joining in
      2 years ago

      I contacted Virgin Media via what’s app and they did something their end to unfreeze it, unfortunately now we have no recordings, and are now unable to record anything new.

      It feels like never ending issues our end.

      • roy247's avatar
        roy247
        Superstar
        2 years ago

        Definitely sounds like a faulty box, as already advised you can either phone virgin or wait for one of the forum team to respond.

        Best time to call is usually at 8am when the lines open.

         

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    2 years ago

    Hi hertslioness 👋

    Thanks for posting, and a warm welcome back to the Forums.

    I'm sorry to hear you've been experiencing some further issues with your TV box. I've taken a look on our side, and can see you have spoken with our team, and the issue is now resolved.

    Please do let us know if you need anything else, and we'll be more than happy to assist further.

    Thanks,

    • hertslioness's avatar
      hertslioness
      Joining in
      2 years ago

      The frozen welcome screen was fixed but unfortunately we’ve now lost all recordings and are now unable to record anything new, it’s saying full but we have nothing recorded.

      Seems to be never ending problems our end. 

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 years ago

        Hi hertslioness

        Thanks for coming back to us with an update. Sorry to hear the issues are still ongoing.

        We'll be more than happy to look into replacing the TV box for you from here, however please be aware that your recordings would be lost anyway with a new box. 

        Just let us know and we can get that sorted.

        Kind regards

  • mike1963's avatar
    mike1963
    On our wavelength
    2 years ago

    Yep just had the same problem.  Powered off. Pushed power and + button powered back on.  Held for 30 seconds and still on welcome screen.  

    • hertslioness's avatar
      hertslioness
      Joining in
      2 years ago

      Hi, I contacted Virgin Media via online chat/what’s app chat, and they did something their end to unfreeze the screen.

      I’m currently waiting for them to reply to me regarding another issue now, since the welcome screen issue we have now lost all recordings, and record is saying full of we try to record something new. It’s never ending problems our end