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Zebedee104's avatar
Zebedee104
Tuning in
2 months ago
Solved

Upgrade to 360 failed, what a surprise

I stupidly decided to upgrade my box to TV360 this week. And then, also decided to order the 1gb internet upgrade as it was a good price.

So, the remote came today. Tried to update the box and it failed. Reset and tried again and guess what, then refused to start the update process - you must reboot your box. Over and over ... and over.

Then spent 45 minutes plus with a nice lady, who thinks I have two V6 boxes (I don't, only one), then told me to switch off while she updated it for me. Then on restart, she thinks I'm now on 360 but I'm still in the Tivo interface. And now get a "Migration not available MA1/1/404" error. Off I've gone into tier 2 ticket hell. I wonder if I'll hear back.

EDIT: Oh hang on, I have a text. "We have successfully activated your Virgin Media kit", half an hour ago. Oh no, you haven't. Still the same error message.

And as for the 1gb upgrade. I think that has vanished off the face of the earth. Nothing sensible from VM other than a message to say "Just letting you know that the kit will be with you on null. Yodel will send you a message when it's out for delivery. To view your order details, tap this link: (and a link which doesn't work)"

Why did I even bother? I've had this level of poor service for nearly 30 years now, going back to Cable & Wireless. You'll never change.

  • Hi Zebedee104 

    Sorry to see you are haing problems migrating to TV360.

    Error codes starting Error MA1/ are often due to the migration starting before the systems are ready to process the switch. When this happens it usually works if the customer tries again later on or the following day. A few people with error codes starting MA1 have managed to perform the update by either removing the box from the mains for five minues and trying again, or by deleting recordings to make more space and then trying again. The migration automatically deletes the recordings anyway as the process involves formatting the boxes hard drive.

    There are a couple of other methods you can try to complete the process. 

    You could try turning off the V6 by the switch on the back of the box;  then on the front of the V6 box  hold down both the power button and the - button at the same time. Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.  If the power button and the -  button workaround doesn't solve it then try using the power button and the + button at the same time instead.  

    If that fails and second level support can't process the migration remotely then they will arrange a tech visit to exchange the box.

    Regarding the 1gb upgrade.  It's very possible that this hasn't gone through yet. VM's systems don't normally allow a regrade to go through if any other regrades/account changes are stilol in the process of being completed. 

  • Mr_K's avatar
    Mr_K
    Knows their stuff

    If the update hasn't happened, maybe it isn't too late to cancel and stay with Tivo software. Worth asking if you can get through to anyone. 

  • Yeah maybe - sounds a sensible idea. It's got worse now - we had an area-wide power cut so the box rebooted again. It's now saying 'There has been a problem with your account' and then tries to reconnect to some of the Virgin TV services (live TV is unaffected but recording is stuffed.) Can't be bothered to try anything now, will give them a call tomorrow.

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Zebedee104 

    Sorry to see you are haing problems migrating to TV360.

    Error codes starting Error MA1/ are often due to the migration starting before the systems are ready to process the switch. When this happens it usually works if the customer tries again later on or the following day. A few people with error codes starting MA1 have managed to perform the update by either removing the box from the mains for five minues and trying again, or by deleting recordings to make more space and then trying again. The migration automatically deletes the recordings anyway as the process involves formatting the boxes hard drive.

    There are a couple of other methods you can try to complete the process. 

    You could try turning off the V6 by the switch on the back of the box;  then on the front of the V6 box  hold down both the power button and the - button at the same time. Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.  If the power button and the -  button workaround doesn't solve it then try using the power button and the + button at the same time instead.  

    If that fails and second level support can't process the migration remotely then they will arrange a tech visit to exchange the box.

    Regarding the 1gb upgrade.  It's very possible that this hasn't gone through yet. VM's systems don't normally allow a regrade to go through if any other regrades/account changes are stilol in the process of being completed. 

  • Just phoned as the box is still not working in its Tivo mode properly either. The agent couldn't care less - you have to wait for the second line ticket to be updated. Why? The box is broken in Tivo mode as well as not being able to update to 360, which is what the second-line ticket is about. Your systems are so flaky - I should know better than to change anything as it results in this disaster for the next few weeks.

    • Mr_K's avatar
      Mr_K
      Knows their stuff

      Make sure you claim off them for loss of service. In the meantime try freeview  you'll find it's incredibly good value and a lot more reliable.

       

  • So, some good news. :) I tried newapollo's reboot and hold the power/- button for five seconds. This forced a download and more reboots, but afterwards, I was very surprised to see 360 installed and working after pairing the remote. First impressions, it seems very speedy compared to the old software and the voice control is useful. Thank you, newapollo, for such a comprehensive reply.

    The second line team even rang back later in the day to see if there was still an issue. Bit too late, but at least they would have dealt with it.

    I'm hoping the requested internet upgrade has disappeared into the ether now, never to happen. I don't need the stress. :)

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Hi again Zebedee104 

      Thanks for updating the thread.  It's great to see that the suggested solution worked and that you now have a working 360 TV set top box.

      If you have any furhter problems, or questions, just holler.

      The possible internet upgrade might still go through, however you do have a 14 day cooling off period with that upgrade.