Forum Discussion

Gaz742's avatar
Gaz742
Tuning in
6 months ago

TV360 upgrade - Tm4/19/10-1-200000 error

Trying to upgrade with tv360 free upgrade app. Getting error TM4/10-1-200000.

Called virgin onTuesday and they couldn't resolve it and were passing it onto next level to try and sort. I've had no reply and tried again to upgrade but still getting the same error. Rang Virgin today to get an update on what is happening. The operator just trying to sell a new package to get the upgrade. I thought it was just a software upgrade to existing box and no package renewal is required. How can I get this resolved without changing my package

 

 

[MOD EDIT: Subject title changed for clarity]

  • Ashleigh_C's avatar
    Ashleigh_C
    6 months ago

    Hi there Gaz742 

    Thank you so much for your post and I am so sorry to hear that you are also facing this issue with your service. 

    I am so sorry to hear that you have experienced this error code since upgrading to our TV 360 service and thank you again for posting. I do think it would be best for me to pop across a private message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
    cazzab thank you as well for you post, I have reached out to you on a separate post already. 

    hrvy I am so sorry to see you are also facing this issue, I will also pop a PM across to yourself so we can take a look. 

  • cazzab's avatar
    cazzab
    Tuning in
    6 months ago

    Same with me. Been trying since the email arrived but keros failing when I'm on the screen on the TV.  Not tried ringing them yet.  Very frustrating 

  • hrvy's avatar
    hrvy
    Joining in
    6 months ago

    I’m having the same issue here, when I try to upgrade to 360 it says it couldn’t process my order and sends me to a chat bot that doesn’t seem to understand my issue,

    error code -  TM4/19/10-1-200000

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    6 months ago

    Hi there Gaz742 

    Thank you so much for your post and I am so sorry to hear that you are also facing this issue with your service. 

    I am so sorry to hear that you have experienced this error code since upgrading to our TV 360 service and thank you again for posting. I do think it would be best for me to pop across a private message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
    cazzab thank you as well for you post, I have reached out to you on a separate post already. 

    hrvy I am so sorry to see you are also facing this issue, I will also pop a PM across to yourself so we can take a look. 

    • BartDeco's avatar
      BartDeco
      Joining in
      6 months ago

      Exactly the same for me. Please PM me if there is a solution.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        6 months ago

        Hey BartDeco, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

        I can see you've spoke to the team since this post, did they manage to help at all?

    • binnsas's avatar
      binnsas
      Joining in
      5 months ago

      Hi,

      I have the same problem, just get an error message and the help link is useless.

      TV360 upgrade - Tm4/19/10-1-200000 error

      Is the only solution an engineer? A reset of the box doesn’t work.

      Thanks

      • Gaz742's avatar
        Gaz742
        Tuning in
        5 months ago

        Hi 

        Had  Ash from the forum team contact me and he tried to do it remotely. 

        He couldn't do so he sent an engineer.

        I assume so long as your box isn't faulty like mine was, it could be remotely.

        Hope this helps

    • Vix1234's avatar
      Vix1234
      Joining in
      3 months ago

      Hi, I’m having same problem, tried to resolve on live chat but stuck with a chat bot. Please can you tell me how to resolve?

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        3 months ago

        Hi Vix1234 👋.

         Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear you are having issues with your TV360, so that we can get this resolved for you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

         

        Thanks.

         

        Sabrina

  • Gaz742's avatar
    Gaz742
    Tuning in
    6 months ago

    Update on my problem.

    Had to have a Virgin engineer come to the house. Tried several times to update the box. Found out the box was faulty and replaced it. Left after making sure everything was up and running

  • SgtWilson's avatar
    SgtWilson
    Joining in
    5 months ago

    Having the same issue. Error code TM4/19/10-1-200000 and TM3/19/10-1-200000 on our V6 boxes. Going round in circles trying to get answers from VM. 

    • Robert_P's avatar
      Robert_P
      Forum Team
      5 months ago

      Hello SgtWilson

       

      We're sorry to hear of the TV360 upgrade issues experienced, we can understand the frustration and appreciate you taking the time to raise this via the forums.

       

      We can see you have spoken to the team earlier today and they have offered a resolution, let us know here if you need further support.

  • phil136's avatar
    phil136
    Joining in
    5 months ago

    Hi,

    I have the same issue when trying to upgrade. Would it be possible for a forum team member to reach out to try and resolve this? 

    Thanks

    • Robert_P's avatar
      Robert_P
      Forum Team
      5 months ago

      Hello phil136

       

      We're sorry to hear you're also experiencing the issue upgrading your TV360 service, we understand the confusion and appreciate you raising this via the forums.

       

      To assist further with this I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • Richrandle's avatar
    Richrandle
    Joining in
    5 months ago

    I am also getting the Error code TM4/19/10-1-200000 when trying to upgrade to 360.  Can you please help?

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      5 months ago

      Hey Richrandle, thank you for reaching out and I am sorry to hear this.

      Are you following the email you got to upgrade this? 

      Have you tried again at all, with any success? 

    • Beth_G's avatar
      Beth_G
      Forum Team
      2 months ago

      Hi Deez

      Sorry to hear you're facing the same issue. 

      I've dropped you a message so I can take your details and look into this for you.

  • Karsten's avatar
    Karsten
    On our wavelength
    2 months ago

    Hi, 

    Pop me a message too? I get the same error and tried lots of times...

    Cheers

    K

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi Karsten, 

      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 you're having some issues with this error. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

      I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    2 months ago

    We're all these boxes faulty before the 'upgrade'? Or did they work fine? Maybe test the software before rolling it out. Just a suggestion.....