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mickelodeon's avatar
mickelodeon
On our wavelength
6 months ago
Solved

TV360 Setup

When I agreed to change to TV360, I assumed it would be a simple matter of connecting the new box to the existing wiring etc. Virgin pose generally the question, "can we help" and in matters such as technical upgrades most elderly people would like the option of physical (not BOT) assistance from a human installer (particularly when paying £100 plus per month). After the start, we now see myriad complaints about problems ensuing, so I wonder - what is the philosophy driving the obsession with ever-faster speeds, when many would be happy with things as they are (or were).. I do not use a mobile phone and think I will encounter problems when I struggle with the equipment setup today. After numerous hassles over the years, I suspect this will be the last straw. 

  • newapollo's avatar
    newapollo
    6 months ago

    Hi mickelodeon 

    A member of the forum team may be able to book a tech install for the new box, however it can take a day or two before they pick up your post, and then a further few days before an actual tech visit.

    Yesterday you advised that you had received a new V6 box which you didn't ask for <this thread> . Today you say that you agreed to change to TV360.  To determine which box you have now received, please can you confirm if you also received a new oblong shaped remote control which has a 'voice' button on it?  Picture of the remote at the bottom of this post. If s then that's a TV360 box.

    If it is a TV360 box then there should be installation instructions included with the new box, either as an enclosed leaflet, or instructions printed on the inside cover of the box the equipment came in.

    Since your tivo box is showing error 7400 it means it has been deactivated. The new box will have been automatically activated by VM's systems, so it may be a case of plug in the new equipment, switch it on and allow it time to set itself up.

    There's a youtube video showing how to swap out the tivo box and install a 360, or 360 mini box <here>   The section you need starts around the 1 minute 58 seconds mark.

    There's also an online manual showing how to install the 360 <here> 

     

     

    360 remote

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 months ago

    Hi mickelodeon 

    A member of the forum team may be able to book a tech install for the new box, however it can take a day or two before they pick up your post, and then a further few days before an actual tech visit.

    Yesterday you advised that you had received a new V6 box which you didn't ask for <this thread> . Today you say that you agreed to change to TV360.  To determine which box you have now received, please can you confirm if you also received a new oblong shaped remote control which has a 'voice' button on it?  Picture of the remote at the bottom of this post. If s then that's a TV360 box.

    If it is a TV360 box then there should be installation instructions included with the new box, either as an enclosed leaflet, or instructions printed on the inside cover of the box the equipment came in.

    Since your tivo box is showing error 7400 it means it has been deactivated. The new box will have been automatically activated by VM's systems, so it may be a case of plug in the new equipment, switch it on and allow it time to set itself up.

    There's a youtube video showing how to swap out the tivo box and install a 360, or 360 mini box <here>   The section you need starts around the 1 minute 58 seconds mark.

    There's also an online manual showing how to install the 360 <here> 

     

     

    360 remote

    • mickelodeon's avatar
      mickelodeon
      On our wavelength
      6 months ago

      newapollo, To explain - I did not order the new TV 360 Box per se. About 3-4 weeks ago my access to e-mails was blocked. After trying to rectify the matter online, I phoned '150' and was informed that my e-mail account had been passed (sold?) to a third party company, without notification and I threatened to leave Virgin for another ISP, but was told a new box would be beneficial, so I accepted the new deal. Alas, it created further problems in setting up and I now ascertain from other posts on the forum that it is possible to get a Virgin installer for £25. I would be agreeable to that and would like to know how to arrange it and make the installer aware of previous problems. I live below another Virgin client, separated by wooden floors, and wonder if there is interference of some kind? 

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    Thanks for your information. I received the box mentioned and the new V360 Box with connecting leads. On starting the setup I could not get through the first stage in the manual, i.e. "Upgrade to Virgin TV 360 now" as the Homescreen did not give access to that. On the homescreen it was not visible, and trying the options 'Help'/'Settings', System Info' proved abortive. A screen appeared with the following: Preparing/Connecting/Getting Info/Disconnecting and Loading Info - all 'Finished' quickly, but the last showed dots circling clockwise for approx. 10 minutes, ending with the message "Sorry, there seems to be a problem, visit VM and enter Error Code' 7400'. I will not do so, as the problem is malfunctions at VM, due probably to minimal staffing in order to generate more profits for Richard Branson (or possibly a plutocratic successor). I will investigate my options for cancelling my contract with Virgin..    

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    P.S. The Box in question is made by Messrs. Humax, Model 1008C-STB-VM (GID: 2045189). The remote control has a voice button (microphone symbol directly below the OK (if only) button.

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    Thanks for showing the new remote control, but I had not got to the point of using it, the first step in the setup process - stated in the new Installation Guide -  being to use the current V6 remote to select "Upgrade to Virgin 360 now from the Home screen" but the 'selection' mentioned did not appear and efforts to find it were unsuccessful, so I was/am stymied..

    • roy247's avatar
      roy247
      Hero
      6 months ago
      mickelodeon wrote:

      Thanks for showing the new remote control, but I had not got to the point of using it, the first step in the setup process - stated in the new Installation Guide -  being to use the current V6 remote to select "Upgrade to Virgin 360 now from the Home screen" but the 'selection' mentioned did not appear and efforts to find it were unsuccessful, so I was/am stymied..

      The option to upgrade is sometimes in the apps and games section when updating a V6 to 360 software.

      Have you definitely connected the 360 to the hub, it needs a separate ethernet connection to the hub (or wi-fi), the old TiVo box which had an inbuilt modem only needed the one coax connection.

       

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    Trying again, my TV screen declared that my account was not set up correctly and advised checking out "Error Code M63" and had a button "CONTACT US". I clicked on that and a blank page appeared, quoting "Internal Server Error" but no advisory text relating top the subject. So, stuck again in wonderment.

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    No, I did not get so far as to connect, as I could not get through the fist stage of the TV360 manual and have not disconnected the Tivo box yet. A question: Does Tivo comprise a hard drive holding recorded programmes? I understand that recordings will be deleted at the changeover, but would it be possible for me to transfer/dub some (Radio 3) sound recordings I have made to a separate hard drive (or Minidisc)?

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      6 months ago
      mickelodeon wrote:
      A question: Does Tivo comprise a hard drive holding recorded programmes? I understand that recordings will be deleted at the changeover, but would it be possible for me to transfer/dub some (Radio 3) sound recordings I have made to a separate hard drive (or Minidisc)?

      Yes, the recordings are on a hard drive, but the recordings are encrypted. In order to decrypt them you need current subscriber codes that the box obtains when it connects to Virgin’s systems. As the box is now giving the 7400 error code, it has been removed from your account & is no longer authorised to receive channels or decode any recordings from those channels.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      6 months ago

      Hi again mickelodeon 

      Is your old set box a tivo or V6 box?  See the picture below.

      It look's it will be the older tivo due to you seeing the 7400 error and now the M63 error. 

      If so you don't update the actual box, instead you swap it with the new Humax, Model 1008C-STB-VM  that you have just received by following the instructions from page 16 of the online manual /TV360.pdf 

      You might need to call the activation line 0800 953 9500 to activate the 360 box.If so have your account and area number handy, and the box serial number

      You won't be able to record any radio programs on the 360 box. Instead if wanting to listen to a radio program/channel you use either the 360's RadioLine app or the BBC Sounds app. 

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    Thanks for your comment - the current box is a 'Tivo' - not removed yet as I was stymied at the first step of the setup process (see my previous posts). You have raised another question: The Tivo box recorded TV and Radio broadcasts - is the new 360 box unable to record (one of the features which I liked, for replay of material I could not experience at the given time). I have more than one HI-Fi tuner and amp etc. for live listening..

    • japitts's avatar
      japitts
      Very Insightful Person
      6 months ago
      mickelodeon wrote:

      Thanks for your comment - the current box is a 'Tivo' - not removed yet

      The 7400 error that your TiVo is giving is an activation error. For the purposes of "will this box work on VM's network", it HAS now been removed.

      You are correct to assume that, whereas TiVo & V6 boxes are capable of recording radio channels, this is one of the many differences with the TV360 service. The new platform provides radio by virtue of an app (which, incidentally is also available on V6), but does not provide for recording of those channels.

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      6 months ago
      mickelodeon wrote:

      Thanks for your comment - the current box is a 'Tivo' - not removed yet as I was stymied at the first step of the setup process (see my previous posts). You have raised another question: The Tivo box recorded TV and Radio broadcasts - is the new 360 box unable to record (one of the features which I liked, for replay of material I could not experience at the given time). I have more than one HI-Fi tuner and amp etc. for live listening..

      The 360 records all live TV broadcasts. It's the last STB to have a hard drive for recording.

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    The plot thickens - The link you provided to a PDF of the setup manual shows a different publication to the 'installation guide' publication  (ref. 10013853 MTV360TIVO0121) provided with the 360 Box. The supply cable in my setup is connected to the Tivo box (which Virgin know of and charge me for). Do I understand that the setup process for the 360 box is different where a Tivo box is at the heart of the system? Will I need a different manual for replacing the Tivo with the 360 box?. I have wasted hours from what little remains of my mortality, getting nowhere, when a Virgin installer could probably have done the job in scant minutes. 

  • mickelodeon's avatar
    mickelodeon
    On our wavelength
    6 months ago

    P.S. We have a small box - red 'figure of 8' Virgin insignia' on front panel - presumably V6 - feeding a TV in another room. Presumably this is fed by a wi-fi relay from the Tivo box connected to the supply cable.  

    • japitts's avatar
      japitts
      Very Insightful Person
      6 months ago
      mickelodeon wrote:

      P.S. We have a small box - red 'figure of 8' Virgin insignia' on front panel - presumably V6 - feeding a TV in another room. Presumably this is fed by a wi-fi relay from the Tivo box connected to the supply cable.  

      TiVo & V6 boxes both run TiVo-software and all have their own hard drives. TiVo's don't have WiFi but get their internet connection via the co-ax cable that carries live TV broadcasts. V6 boxes require that internet connection separately - either via ethernet cable or wireless, from your home-hub.

      A TV360 has the same connectivity requirement as a V6 - but whereas V6 refers to the box running TiVo-software, TV360 runs Horizon software. Thus when your V6 are converted into TV360, they cease being V6.

      What you are probably seeing is a TV360-mini box. Whereas all V6 & TV360-master boxes have their own independent hard drive, TV360 doesn't - you have one master box with a hard-drive, and additional boxes are minis without hard drives. The boxes are half-the-height due to physical lack of the HDD.

      The picture below shows the difference between the master-box & mini-box. Connectivity of the mini is exactly the same as the master. The only difference is lack of internal hard drive - it wholly relies on the master for all recording.

    • roy247's avatar
      roy247
      Hero
      6 months ago
      mickelodeon wrote:

      P.S. We have a small box - red 'figure of 8' Virgin insignia' on front panel - presumably V6 - feeding a TV in another room. Presumably this is fed by a wi-fi relay from the Tivo box connected to the supply cable.  

      If you already have a V6 and have received the 360 mini box to replace the TiVo box then the V6 box needs updating to a 360 first. You should have also received a new remote for the V6. 

      The update App will be on the Home page on the V6 or in the Apps and Games section.