360 Upgrade failed

[Denpip]

Hi,

My Virgin box keeps failing when trying to upgrade to 360 with the error code MA1/4/11.

After two very long waits on the phone (over an hour and then over an hour and twenty minutes) new remotes have been sent out but I'm still having the same issue. I really don't want to have to call again as it's so frustrating.

Has anyone else had this error code? It's been suggested elsewhere that it's a mismatch between the account and box but the phone calls have stated this isn't the issue.

Thanks

[japitts]

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@Denpip wrote:

It's been suggested elsewhere that it's a mismatch between the account and box but the phone calls have stated this isn't the issue.

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I concur that the error code you've quoted indeed means an account/box mismatch. What do you mean by "the phone calls have stated this isn't the issue"?

[Denpip]

Thanks for the reply.

After two calls the support person stated that the account was definitely set up correctly and there wasn't an issue with that side.

[japitts]

When you had a V6, your box software was TiVo-based and your account was setup on the TiVo-platform. As part of the conversion, your box needs to have 360-software installed to replace TiVo, and your account moved across to the 360-platform.

One of them has completed, the other hasn't. If the CS person says that the account is setup correctly, that would imply the issue is with your STB. It needs VM intervention to resolve.

[roy247]

Someone else with this error said " full reset of the Tivo software and then try the upgrade - which worked ".

I don't know if this will work or was coincidental with their account being reset.

[Matthew_ML]

Hey Denpip, thank you for reaching out and I am sorry you are having some issues with your 360 upgrade.

I would like to look into this and get to the bottom of it.

I will send you a PM now, please look out for the purple envelope. Thanks