Forum Discussion

BobT's avatar
BobT
On our wavelength
29 days ago

Box Upgrade

Hi All - I believe that I have possibly screwed things up re upgrade! I mistakenly? assumed that the box would be replaced with a newer model.  With this in mind, when the new remote control arrived I set it aside awaiting delivery of the new box.  Yodel advised me of a delivery on a day that was unsuitable due to various appointments and I changed the delivery day. No problem.  Since then.... nothing, so today I opened the new remote.  Am I correct in saying that -  

1.  I am NOT receiving a new box and the old one will be 'upgraded' online?

2. The new remote has to be activated and the existing box upgraded within 5 days of receipt of new remote?

3.  If 2 is correct then I am well past the advised 5 day upgrade period.  Where do I go from here?

I am currently unable to pause, rewind or record any programmes.

Error M63 is very much in evidence when trying various options with old remote.

Also, I receive the message, "or you can connect to the UNKNOWN number to update account status.  Mm.. What is the UNKNOWN number?  Can this be done online?  I have problems using the telephone because of hearing problems.

Any help gratefully received. Regards - BobT

 

Tivo

7 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    29 days ago

    If you have an existing V6 then it’s just a software upgrade. Once you have the remote the system will assume you are upgrading and there is no going back.  I’m guessing that’s why you are seeing these faults, you need to press on with the software upgrade on the V6.

  • japitts's avatar
    japitts
    Very Insightful Person
    29 days ago

    The answer depends which box you have migrated from - check the photos on the link below.

    https://www.virginmedia.com/care/tv-fault/which-tv-box

    A TiVo-box can't run the newer Horizon/360 software, so is physically swapped out. A V6 box can... you get the "upgrade now" icon in your V6 menus, this triggers a reformat of the hard drive & deinstall of TiVo-firmware. Horizon is installed instead, and the box begins a new life as a TV360.

  • BobT's avatar
    BobT
    On our wavelength
    28 days ago

    Hi again - Thanks for the responses. I have a V6 Box , thanks japitts for the link, very helpful. I've reset router and V6 Box.  There is no 'upgrade now' option. Box is now 'cycling' through 'Welcome screen' > 'Starting Up' > 'Deleting everything' every few minutes but progresses no further.  It has been doing this for many hours. There is no functionality from the V6 Box. Can I arrange for an engineer to call and sort this mess out?  Can I arrange engineer online by email/text/website because I have hearing issues that make telephone use problematic? Thanks again.  

    Regards - BobT

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      28 days ago

      There is no direct email for VM. The contacts are -  📞Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone, 📲WhatsApp: 07803089684, 💻Facebook: https://www.facebook.com/virginmedia 🐤Twitter: https://twitter.com/virginmedia

      There is also the web chat available.

  • BobT's avatar
    BobT
    On our wavelength
    23 days ago

    Hi All - Thanks for the various contributions.  This matter is now resolved.  Kindly neighbour popped in and dialled 150. Between us we managed to book an engineer visit.  

    SOLUTION - Despite existing box being a V6 it could not be 'updated/upgraded' and had to be replaced. Engineer installed new Humax Box and everything is working fine.  Time taken from engineer arriving to sorting this out.....  15 minutes!  Not much else to say.... except 'Thank You' engineer and Merry Christmas to all!   Regards - BobT

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      22 days ago

       

      BobT wrote:

      Despite existing box being a V6 it could not be 'updated/upgraded' and had to be replaced.

      This is a common problem with V6 boxes that are either many years old or have been in heavy use. The common failure point is the hard disk either not loading or incorrectly loading the new firmware. Boxes can also fail within a few weeks of migration (they keep losing recordings).