Forum Discussion

fjwelch's avatar
fjwelch
Tuning in
22 days ago

V6 box upgrade to 360 now making continuous hum even on standby mode

Hi, as the subject title says really. Just updated our Virgin v6 box to the 360 upgrade and what I’m assuming is the fan or maybe it could be the hard drive is noisier than it was previously. There is a very audible continuous hum which is very distracting, this seems to continue even when switching to standby. Has anyone else experienced this with the v6 box following the upgrade?

  • roy247's avatar
    roy247
    22 days ago

    There have been a few posts about the fan running at high speed after the 360 update, the fix is to have the box replaced, you just need to convince someone how loud the box is.

    You need to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

    When phoning choose the option to report a fault, then ignore all the options offered and hopefully you should then be placed into a queue to speak to someone.

  • roy247's avatar
    roy247
    Superstar
    22 days ago

    There have been a few posts about the fan running at high speed after the 360 update, the fix is to have the box replaced, you just need to convince someone how loud the box is.

    You need to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

    When phoning choose the option to report a fault, then ignore all the options offered and hopefully you should then be placed into a queue to speak to someone.

    • fjwelch's avatar
      fjwelch
      Tuning in
      20 days ago

      Well it seems that now ignoring all the options in technical fault section doesn’t put you in a queue, they just repeat the options 3 times and then hang up. Choosing the closest option i.e. setting up a new remote, they just text you a link to online help. I haven’t actually found an option that lets you speak to an advisor. Hopefully one of the virgin team members will come back to me on here.

       

      • roy247's avatar
        roy247
        Superstar
        20 days ago

        Other people have said the same about not being put through to someone to speak to but other people have got through to someone, it might depend on how busy they are and probably the best time to call is at 8am when they open.

         

  • fjwelch's avatar
    fjwelch
    Tuning in
    22 days ago

    Thanks for the info. I’ll give it a go, I can’t watch anything using the box now as I find it very distracting. It’s not really really loud but just there and distracting and I can’t get used to it.

    Has anyone had any luck with replacing the box and was the replacement quiet?

    • roy247's avatar
      roy247
      Superstar
      21 days ago

      The 360 box shouldn't make any more noise than the V6, the hardware is the same it's only the software that's changed.

      Virgin will replace the box just make sure you are happy with the replacement before the engineer leaves because some users have been given a replacement box with a noisy fan, seems like the refurb centre didn't listen to the fan in the past.

      • fjwelch's avatar
        fjwelch
        Tuning in
        21 days ago

        I have exactly the same problem and honestly I wish I hadn’t upgraded it. I’ve gone from a box that was unnoticeable when watching TV to one that hums and buzzes constantly now. It’s not even that loud but I just find it so distracting and is all I can hear.

        I just tried a factory reset but this hasn’t helped, it was even noisy when reinstalling. I’ll try the suggestion above from Roy next. I wish I’d just listened to the old saying ‘if it isn’t broken, don’t fix it’

  • fjwelch's avatar
    fjwelch
    Tuning in
    18 days ago

    Hey, just wanted to close this off as this now been resolved. An engineer called this morning and replaced my box for a new V6 box. This one is much quieter and I’m now happy again. Thanks for all your replies 😊

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      15 days ago

      Hi fjwelch thanks for your update here.

      That's great news! We're glad to have this resolved for you 😊

      If you need any further help, you know where we are.

      Many thanks