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funkymarsupial's avatar
funkymarsupial
Settling in
12 months ago

V6 Box not fully working after house move

Recently moved to a new house, which was eligible for self install. The only new kit we recieved was a hub 3, so we reconnected the original V6 box from our old house. All channels appear fine, but there are no on-demand services working and planned recordings do not work. On going into the guide there is a message stating that if functionality is reduced to call us on "UNKNOWN". Very Helpful 😉

On going into help and settings menu, I did see an error code, M63 which seems to suggest the account is not set up properly.

To add further confusion I did recieve an email welcoming me to VirginTV360, which was surprising as that would suggest I should have recieved new kit for the TV, instead of using the existing V6 box.

3 Replies

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    12 months ago

    V6 TiVOs can be converted to Horizon V360 by an update. All you need is the V360 remote. Your account details for the hub & the TV box don't match, so this needs to be updated on VM systems. Give them a call.

  • japitts's avatar
    japitts
    Very Insightful Person
    12 months ago

    Did you request a conversion to TV360? Or accept an invitation to do so?

    If not, you should indeed be continuing on your existing (TiVo-software) V6.

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    12 months ago

    Thanks for reaching out to us on our Community Forums funkymarsupial, and I'm sorry to hear of the recent issue experienced with the TV services since the move.

    I understand that you have since been able to speak to our team and provisions are in place to have this matter resolved for you.

    Do feel free to keep us updated with how everything goes, and if any further assistance is required.

    Thanks

    David_Bn