Forum Discussion

Mer90's avatar
Mer90
Tuning in
23 hours ago

Green Screen - V6

Hi, apologies as I cannot create a new post atm due to the read-only thing being activated for the forum update, I have a question related to this.
Our V6 box has the green screen of death. Miraculously it has had it twice before and somehow recovered, but this time it is stuck in the endless loop. We do NOT want 360, we just need a replacement V6 with the “old” software. However, given past experiences with customer services, I sadly don’t have full confidence that they will listen/communicate properly to each other, and I’m concerned we will end up with a V6 box with 360 software!
1. Is it better to call or use online chat to ensure we get a replacement V6 box without 360 software? Will the fact that our contract (renewed in Nov 25) state “V6 box powered by TiVo” help ensure we get the same replacement?
2. We haven’t tried the reboot steps mentioned in your comment yet. If we try this, I assume it deletes all recordings? 
Thanks! ☺️

3 Replies

  • japitts's avatar
    japitts
    Very Insightful Person
    20 hours ago

    Seems that the VIP "move to create new thread" option still has the desired effect!

    On a pedantic note, there's no such thing as a "V6 with 360 installed".. V6 refers to the box running TiVo-software, TV360 refers to it running Horizon software. But that's not the point here I realise...

    In your case, report the fault with your box and the correct process should be a tech visit to investigate. The tech should then, with "boots on the ground", realise the issue and simply swap your V6 for another V6 and take your old box away with you.

    If CS offer to replace your V6 via courier or suchlike (which would be unusual, because - amongst other reasons - this makes returning the faulty kit into the repair loop so much more complicated), then you need to make a decision whether you trust them to replace it like-for-like, or would prefer to have the tech visit.

    Your contract may specify "V6 powered by TiVo" (as does mine), but this doesn't make TiVo-firmware a condition of your contract.

  • wilber_force's avatar
    wilber_force
    Superfast
    19 hours ago

    I'm sorry for jumping in on this thread as well.   I can't start my own.

    I got a green screen - 

    I left it for about 45 minutes and all is back, well, that's what I thought.

    BUT, loads of previously watched programs have all returned and the series links have been recreated to record ALL new & repeated programs plus streaming programs as well as TV ones.

    Now we have to go through each one deleting the links, well, my wife is.

    Incidentally, this is the second time I've replied to this thread.

  • roy247's avatar
    roy247
    Hero
    19 hours ago

    Best bet is to phone Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, if you want to keep a TiVo V6 box don't accept any offer about changing your box on the phone and check with the engineer that it's what you want. From some post's I have seen the 360 seems to have been pushed on them.