So we had internet issues which were fixed on Friday after 2 weeks of having no internet. The hub was moved from upstairs to the living room.
We have 2 V6 boxes, the one in the living room works perfectly fine but the one upstairs comes up with a message and my mum is unable to watch live tv but can watch catch up or anything that has been recorded.
The V6 box works perfectly fine downstairs, would it need an engineer to come out again ?
What is the error code and error message (for example S101 - which means the TV box can't load the channel information) showing on the TV screen for the upstairs V6 box?
If you enter the error code into the following page then the online help should walk you through what needs to be done to fix the issue.
https://www.virginmedia.com/help/check/tv-error-codes/
Even though you've moved the hub from upstairs to the living room, the upstairs V6 box still needs connecting to the VM coaxial cable that's upstairs so your mum can watch live TV. (That's the first thing I'd check)
Thanks for the reply it’s error code S101 as the hub wasn’t connected to the internet for 2 weeks so needed it updated so it could show the channel information. It is connected to the VM coaxial code but this is what it’s showing and has been since Friday.
Hi again lilacglitter24
Try switching off the V6 and also unplug the white coaxial cable from the back of the V6. Leave it a couple of minutes and then switch it back on again. Wait for the box to get stuck on 16%, and then reconnect the white coaxial cable. This sometimes allows the box to bypass the S101 error and continue loading.
If that doesn't work t hen try swapping the boxes around to see if the error follows the box, or the error remains upstairs with the other box.
I have switched it off and left it for 10 minutes then switched it back on and put in the white coaxial cable and still the 16%.
When we swapped it down stairs it works perfectly fine and you can watch live tv.
When we swapped it down stairs it works perfectly fine and you can watch live tv.
To complete the box testing, did the 'downstairs' box work when plugged in upstairs?
Double check the upstairs coaxial cabling. It's possible that it's worked lose or hasn't been reconnected when you removed the hub from that location, or that the small cable adapter either hasn't been attached at both ends, or it's bent.
Also since you removed the hub from upstairs the white coaxial should attach between the wall box and the splitter (unless you've removed the splitter), and then the smaller white cable adapter between the splitter and the V6. (The pictures below apply to both the V6 and 360)
Check the splitter by swapping the cables. If the downstairs box fails, then there's your answer.
