I received the 360 upgrade remote today. I have tried to upgrade through our V6 box which came back with an MA1/4/11 error. I rang customer services who cleared the error but this has left me with reduced functionality on my account. They put me through to second line service who I expected would be able to force the upgrade through but they have said everything is fine at their end, and I would need to wait until the upgrade processed automatically. This has left me with reduced functionality still, error codes are constant on my tv for the very few channels I can access, no access to apps so I cannot force the install though myself. Do I have to wait or has something gone very wrong?
Considering this is supposed to take half and hour and I am having to pay for the upgrade to say I am unimpressed is an understatement.
From what I understand when you get the remote box the package may not be activated. I had an error code when I followed the guidance which blocked the installation, and then customer services restricted my account to get rid of the code which unsubscribed me from my account!! After being told it would take a few hours to activate, it didn’t despite getting texts to say it had, so I rang back. I got through to second line and got told it was everything apart from the kitchen sink so I lost my rag and told them to put me through to disconnections. They organised a tech just in case it couldn’t be solved but updated the package and sent the codes. 20 minutes after this call, the box updated but couldn’t connect to the account which showed as closed because of the first phone call!! Yet another phone call and a second line tech rang me back but she cleared the code which installed the software. I have cancelled the tech and I will not be charged my activation. This has literally taken all day to sort this out! Nowhere does it mention that you need to activate this service but it’s the first thing mentioned when you have to call them. I am glad though that it is sorted although I have not been brave enough to touch the TiVo box upstairs. I will wait for the missing remote control to turn up before I do that 🙄
The box I’ve had the problem with is a V6. I never got as far as an activation code which was included in the box along with a set of instructions. The error happened before then. This may have been because the package had not been properly applied to my account. The TiVo box is upstairs and I have a remote mini box to replace it with although not the remote control. They are sending one out though 🤞🏻
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community and I can only apologies that you have had an issue with upgrading.
You are right when you say that upgrades should not be that hard to process however on the rare occasion something does go wrong, our teams are trained to get things put right so I will feedback what you've said here to ensure further training is given.
I'm glad that the upgrade has processed now and if you haven't already, you should get the mini box remote in the post shortly.
Please let us know how that goes and if you have any further issues, you know where we are.