Forum Discussion

Renef180's avatar
Renef180
Joining in
2 months ago

Problems with new Stream boxes

I have just signed a new VM contract and yesterday an engineer called and replaced all four of my V6 boxes with one 360 and three Stream boxes. It took a while,  it all was working well when he left.

This morning I woke up to find that only the 360 box, and one Stream box was working. The other two were both showing purple lights and not outputting any signal. Tried several resets but to no avail.

So, phoned VM. It is so frustrating knowing that, before you start, the first call is going to last over 10 minutes talking to a bot that is inevitably going to hang up on you 😡

Got through to a human at the second attempt and explained the problem and they asked for the serial number of one box. As soon as I gave it, she said it was an outage which was causing the problem. I explained that I had two other boxes which were working properly and also that I had checked my broadband speed, which is blazing fast.

She said that she could only tell me what her system said, and that she would arrange another engineer visit for tomorrow. 
I’m curious to know if anyone else has faced issues like mine?

It’s causing me to reconsider my new contract regarding the Stream system. I’ve been with VM for over 25 years and I’m reluctant to switch to another provider, but there are others out there where I know I could get a better price for the TV services?

 

3 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    In your position, I would cancel the contract within the 14 days cooling off period and demand the original boxes back as a condition of re-signing. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Is this a Wifi issue?  What happens if you swap one of the "non" working boxes to the location of a working one? 

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

    I concur with Adduxi​'s suggestion in swapping the boxes around, since according to the purple lights it sounds like the two non-working boxes are still going through the initial installation process. 

    Have you tried disconnecting the two boxes from the mains for a few minutes?

    Where you able to preform the reset via the Stream box settings?   Settings > System > Reset? (picture at the bottom of this post)

    If not did you try either (or both) of the following?

    Unplug the USB cable from the back of the box and then hold the power button on the front of the box while  plugging the USB back in. (Keep hold of the power button while doing this)

    Keep holding the power button in when the Welcome screen appears for 5 seconds and then let go. 

    A menu will appear. Now tap the power button to select which reset option (hard or soft) you prefer. (I would try the soft reset option first, and if that fails try the hard reset.)  Then hold the power button again for 5 seconds on the one selected option to reset it.