Forum Discussion

Pinky55's avatar
Pinky55
Joining in
2 months ago

Virgin 360 stuck on welcome screen

My 360 box is stuck on the welcome screen. I have attempted to restart the box and is has become stuck on the welcome screen.

I have also tried turning the box off completely leaving it and then turning in and it is sill getting stuck on the welcome screen, I have also tried a master reset by the holding in the buttons and this has the same outcome of going to the welcome screen. 

I have read that that the red light should turn blue, however mine is just flashing red and the screen is showing that it is trying to update the software, then goes back to the welcome screen.

Please respond with what my next steps should be. 

Should someone attempt to phone me, I have hearing issues and require someone with a strong clear accent to hear properly. 

 

5 Replies

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  • AnneLogie1's avatar
    AnneLogie1
    Tuning in
    2 months ago

    I had that problem too. I needed to put new batteries in the remote so that might be worth trying.

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

    Forum Staff take a couple of days to pick up threads and they aren't able to arrange callbacks. 

    You can however 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)

    Try turning off the 360 by 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.

    If the standby/power button and the -  button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.

    You could also try the three fingered salute, which is switch off on the back of the box;  then on the front hold down the plus, minus and standby/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. 

  • Pinky55's avatar
    Pinky55
    Joining in
    2 months ago

    Thank you for your suggestions, tried both without success. This morning (22nd Dec) I managed to speak to an operator and after going through all his tests agreed that there is a fault on  the box, at the moment we have no TV and we cant have an engineer until 29th Dec which is absolutely appalling.  All he wanted to do was for us to upgrade our package, now being a bit cynical am I to assume if we had agreed to upgrade our package we would have had an engineer earlier.  

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

      Hi again Pinky55​ 

      Sorry to see you will need an engineer visit.  I can't see how upgrading your package would result in an earlier engineer visit.

      Although it's unlikely at this time of the year, you might be able to re-organise the tech/engineer visit to an earlier date if one becomes available by keeping checking in on My Virgin Media.  When signed in scroll down to the bottom of the page, and in the Quick Links section click on Orders & Appointments. (see screenshot)  If any earlier slot should arise you can book it from there.

      You should be able to still watch TV by using the Virgin TVGo app which is available for android and ios devices.  If you have a computer/laptop you can also use that by using the browser and going to https://virgintvgo.virginmedia.com/  You could also attach your computer/laptop to a TV by HDMI cable to watch in full screen.

      If you have Sky Sports you should also be able to watch by downloading and logging into the Sky Sports app on android and ios devices, or by going to https://www.skysports.com/ on a computer/laptop and signing in with your VM credentials (you can't link Sky Sports to your TV though)

       

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team (Retired)
      2 months ago

      Hi Pinky55 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with a TV box stuck on a welcome screen. Should the agent not able to assist and require an engineer they will book the earliest appointment available, as it is the holidays appointments are very limited. If you would like us to assist further we would need to bring you in for a private message. 

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

       

      Thanks.

       

      Sabrina