Which box did you have? /tv-fault/which-tv-box?
You say that you've upgraded from a tivo box to a 360. tivo boxes can't be upgraded, they must be swapped out for a new 360 box.
You say you've received a new 360 remote so it seems more likely that you had a V6 box which runs the tivo operating system and receives an over the air update (which formats the hard drive and thus deletes the tivo system) and installs the horizon interface which is the 360 operating system.
The M63 error can sometimes (but not very often) be resolved without a tech visit. Basically the backend systems haven't been updated to show you now have a 360 box.
The box is still running V6 due to a migration issue meaning the box is unable to complete the upgrade. This is due to the box either not being activated, unable to complete the update process, or the software upgrade has been started but the billing system doesn’t know which account to tie the equipment to in order to activate the box.
The box needs to be connected to the internet to receive the over the air update.
A few people with this error have managed to perform the update by either removing the box from the mains for five minutes and trying again, or by deleting recordings to make more space and then trying again. (The recordings are deleted anyway as part of the migration to the 360 interface)
You could also try turning off the V6 at switch; then on the V6 box hold down both the standby/power button and the - (minus) button at the same time. Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds. The box should reboot, the power button will turn blue, and fingers crossed it will reset and boot up normally, and then hopefully install the 360 software update. Sometimes using the + (plus) button works instead of the minus button.
If the above doesn't work then the billing system needs to tie the 360 equipment to your account in order to activate the box. The Faults team may be able to fix this, if not they will escalate it to 2nd level support to fix it over the phone by sending a new update signal. If that also fails it will need an engineer visit to change the box
You can contact the Faults team by dialling 150 from a VM landline, or 0345 454 1111 from any other phone.
A member of the forum team may pick this up for you in a couple of days.
You can also get in touch using one of the following contact methods:
WhatsApp: 0780 3089 684
Or you can contact VM on Social Media by either messaging
Facebook: https://www.facebook.com/virginmedia/ Or Instagram DM (@virginmedia)
