Forum Discussion

stuartholmes76's avatar
stuartholmes76
Joining in
7 months ago

Virgin TV 360 upgrade is not working, its crashed my box, and there is no guidance or help as to why?

Like many we were told we needed to upgrade to Virgin TV 360 last week and followed the guidance to order the new remote knowing we then had 5-days to finalise watching any shows and then we could sort the upgrade. At the exact point we got both text and email saying our remote was on the way our existing Tivo box failed - we cant access any On Demand show or online features. There is a message at the top of the screen that reads "you have recently had an issue on your account" and to ring UNKNOWN (which is not helpful). Neither is the guidance in the delivery box for the new remote which tells you to go to www.virginmedia.com/360install for assistance - a webpage that does not exist.

We've tried reboots, hard reboots, we've deleted the recordings (even though there was a handful we'd not watched), and now we have no TV access at all and a box that keeps cycling through a reboot and reset with the odd 'starting up' message and nothing else - it's been doing this for an hour. We've tried the help functions but are stuck in an endless circle of checks as we have no error code to input

 

Is there anyone at Virgin who can help?

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

     

    Hi stuartholmes76 

    Sorry to see you are having problems migrating to the 360.

    The UNKNOWN number to ring is the usual 150 from a VM landline or 0345 454 1111 from any other phone

    You said your existing tivo box failed.  The older tivo boxes can't be migrated to the 360 platform, but the newer V6 boxes which run on the tivo platform can be.  Which TV set top box  do you have?  /which-tv-box 

             Since the box is now in a startup loop you could try the following if it's a V6 box, it's worked for some forum members.

    Turn off the V6 at switch;  then on 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.

    The box should reboot, the power button will turn blue, and it should  reset and boot up normally  and hopefully complete the migration to 360.

  • stuartholmes76's avatar
    stuartholmes76
    Joining in
    7 months ago

    Thanks for the reply. We do have the newer V6 box sorry, I have just always called it Tivo. I've tried the reset suggested after reading this advice on another couple of threads. It is still sitting in the reset loop. Looks like I may need an engineer. I will give Virgin a call tomorrow.

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

      Hi again stuartholmes76

      Thanks for updating the thread and confirming it's a V6. Sorry that workaround failed.

      The message about having a recent issue with your account does mean it will almost certainly require VM help, but there is another workaround you can try.  Remove the white coaxial from the back of your V6 and unplug the V6 from the mains for 5 minutes. Then plug it back into the mains and after a couple of minutes put the white coaxial back into the V6 and see if that forces it to reinstall past the boot loop.

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      7 months ago

      Hello stuartholmes76.

      Welcome to our community and thanks for your first post.

      Sorry it's not on better terms though. 

      Looking at what you have described with the upgrade to our 360 box , It does appear to be your actual existing box that is at fault.

      Were you able to contact us and arrange for an engineer to visit? If not please let me know and I will happily take a look at this for you as well as the failed upgrade.

      Hope to hear back from you soon.

      Gareth_L

       

  • japitts's avatar
    japitts
    Very Insightful Person
    7 months ago
    stuartholmes76 wrote:

    Like many we were told we needed to upgrade to Virgin TV 360 last week

    The only reason anyone would "need" to convert to TV360 is if you want any of the features of the (fundamentally different) software that are not available on V6. Disney+, Paramount+ & AppleTV fit that bill.

    The Sky Sports HD multiscreen is currently exclusive to TV360 but is being developed for V6. There's no current timescale, so if time is of the essence for you, that's another reason.

    There are many pros & cons otherwise.