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360 Box Stuck On Welcome- Tried Everything?

Joining in

Hi Folks,

I have a 360 box that is stuck on the welcome page.

I’ve tried all the reset/hard reboot techniques, (turning it off from the mains/turning it off and pressing power & + buttons for 30 secs while powering on etc), no blue light, nothing but the welcome screen.

Have done an online diagnostic which states that there is a problem with the box but the ‘fix it’ option does not work, (it says there is a problem at our end or we can’t do this right now).

This box is actually an older V6 box that was upgraded to 360 by Virgin when the old TiVo box in my bedroom failed. That was replaced with a mini 360 box and the V6 was upgraded.

Mini 360 still works for live TV but all recordings have gone and cannot record anything as ‘memory is full’.

Any advice on what to do?




Looks like you need a replacement box if there are no known errors, if you have checked your service status and that shows no problems you could try 0800 561 0061 which gives details down to postcode level.

If one box is working and the other isn't it's more than likely your main box needs replacing which is why you can't watch any recordings on the mini box because they are on the main 360 box.

You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.


Forum Team
Forum Team

Hello Chuck-macaber


Sorry to hear of the TV 360 set top box issues experienced, thanks for taking the time to raise this via the forums and welcome to the community.


We can see you have spoken to the team since posting, we trust they were able to make the necessary arrangements to resolve the issue. Let us know how this went or if you need further assistance 😊



I did receive a new 360 box yesterday and set it up ok. 

However, it has now knocked out my second box in the bedroom with the CS1011 error. Have been unable to get to talk to a human being to fix this account retrieval error nonsense!!

I'm so sorry to hear that this has happened @Chuck-macaber and thank you for popping back to us. I'll be happy to take a closer look into this with you via a private message.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.