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HampshireMan's avatar
HampshireMan
Just joined
14 hours ago

Virgin 360 box stuck in loop after being replaced yesterday

Hi, i upgraded my V6 box last week to Virgin 360 when the new remote was delivered. The box then stuck at the welcome screen and after talking to Virgin media an engineer swapped the box out yesterday.

It all worked until i switched it on from stand by this morning and its getting to the welcome screen and turning itself off and restarting in a loop again. 

Similar to other posters I've rebooted the new box and checked all the cables and followed the steps as others have (turned it off at the back, held the power and '+' buttons, turned it on while holding those whilst keeping then held down for 30 seconds etc

I've replaced the box's power cable just in case but with no success.

I am supposed to be hosting the football with my family this afternoon but I dont know what to do next.

Could anyone advise please ?

 

 

3 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    8 hours ago

    As this is a swap box the problem is very unlikely to be a box fault - so rebooting cannot fix what is almost certainly a stuck backend state. Call VM and say that the account needs a full 360 reprovision. Do not accept any advice from an agent about rebooting or another tech visit.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    11 hours ago

    Rather than using the power and + button, try the standby/power and - button.  It has been the more succesful combination for rectifying welcome screen/boot issues.

    Turn off the 360 at the switch on the back of the box;  then on the front of the 360 box  hold down both the standby/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.

    There is also the 'three fingered salute'

    Turn off the 360 at the switch on the back of the box;  then on the front of the 360 box  hold down the standby/power button and the + (plus) and - (minus) buttons at the same time.  Then keeping all three buttons pressed down you should switch the box back on using the switch on the back of the box. 

     

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    13 hours ago

    May well be an account data issue. If the box is not able to retrieve your account data it just keeps retrying & hence looping. Customer Services may be able to resolve this from their end, but being a Sunday, you would have to deal with the offshore call centres.