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psca11's avatar
psca11
Joining in
6 months ago

V6 box - upgrade to 360 falls over with error

I'm not sure why I imagined this would ever go simply and smoothly. I ought to have known better. But for some reason I deluded myself that it was worth trying to upgrade to Virgin 360...so the new remote arrived in the post today, and with some trepidation I started poking about trying to get it all up and running. Goodness me what a rubbish process. Hopelessly vague. No instructions with the remote about where to even start. Eventually decided I might as well try selecting the Install 360 Now app icon...and at first there was a flicker of hope that it might actually be doing something...but no, of course it wasn't, how silly of me to even think for a moment that the whole migration process has been properly implemented to provide a seamless and pain free onboarding experience for loyal customers of many years standing. 

So here I am staring at the error message for the third or fourth time of trying:

"Sorry, the installation hasn't worked. Please come back later and try again. (error MA11/4/11)”

How about telling me how long I should wait before coming back later? That'd be a start.

So now I'm having to resort to typing a desperate message on this weird 'community' forum in the hope someone (a Virgin employee? A random stranger?) might know what I'm supposed to do about this error message.

Why do we customers carry on accepting this kind of service? I'm doing all VM's work for them in chasing up my own problem.

Hope someone kind is able to help on here.

I've already tried turning off the box and then holding power and + for 30s while I turn it back on. I found that suggestion by some random googling.

What a lovely customer experience I'm having. And to think I'm only paying around £70 a month for this tripe.....

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

    Hi psca11

    There should have either been an insert in the 360 remote control box with installation instructions, or printed instructions on the inside lid of the remote control box.

    The method you've described that you've tried, 'turning off the box and then holding power and + for 30s while I turn it back on' doesn't always work, especially for an MA11 error.

    Try this way:-

    Turn off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

    You could also try the 3 fingered salute:-  Switch off on the back of the box;  then on the front hold down the plus, minus and power buttons at the same time, and switch on again whilst keeping all three buttons pressed down.  When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again. 

     

    I see you've already posted on another thread where I had advised, ' 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 other 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.'

     

    • psca11's avatar
      psca11
      Joining in
      6 months ago

      Thanks for the reply 

      Having now torn apart the box the remote was delivered in, in the most destructive and unnatural way imaginable (as opposed to the easiest and most intuitive method of carefully opening one of the flaps at one end), there are indeed some instructions of sorts printed on the inside of the box.

      But who in their right mind expects to have to look for instructions on the INSIDE of a cardboard box? The only reason I would ever think of doing this would be if there was a clearly-printed message on the OUTSIDE of the box telling me to do so.

      The instructions don't cover any scenario involving error codes, but they do say at the end "Need a hand? Find help, FAQs and handy tips at https://www.virginmedia.com/360install

      As most of us know, URLs need to be quoted 100% accurately. Try going to that URL above - quoted here exactly as printed on the inside of the box..... It gives you a 404 NOT FOUND error with VM's own branding saying "Oh Crikey we can't find that page"

      Brilliant. Please keep taking my £70 per month for such excellent attention to detail.

      Anyway, whatever I did originally seems now to have kicked the process into life as this morning I switched on the TV and was greeted with on-screen instructions to pair the new remote.

      I am now pondering what on earth I have unleashed as the new interface greets me with all manner of extra 'stuff' I don't need. Not saying the old interface was up to much, mind.

      Picture quality though.... am I just imagining it or does everything look slightly compressed and 'flat' compared to the old V6 picture quality?