360 upgrade error, unable to complete

[adnewton]

So I’ve recently had a message to install 360 within app section within my TV Virgin services. On pressing upgrade now, it throws an error message about unable to complete request with a 2D barcode. Scanned barcode but just takes me to a page that offers nothing. Tried app another few times and see same result.

I’ve not had a new remote delivered yet either, but reading some of the comments on 360, I’m reluctant to push this request through via CS.

Is it worth chasing? I have emailed CS, but don’t expect a reply tbh. Very rarely get one, but if I do, it’s normally 3/4 weeks following the initial contact! Awful service.

TIA.

[HavencroftKev]

It's my understanding that the upgrade needs the 360 remote to continue. This is probably why you're getting the error code. 

[adnewton]

Ah, OK, but how do we order one? Assumed activating upgrade via app would place that order?

I’ve not had any info about how to order the remote.

[HavencroftKev]

You'll need to contact Virgin I guess and enquire.

Upgrading will probably put you on a new contract and if you're a Maxit customer you will lose TNT sports, so think very carefully about upgrading. 

[adnewton]

Mmm……it does state it’s a free upgrade, so not expecting any new contract or costs.

I also don’t have TNT now, so not bothered about that side of it.

[roy247]

Migration to 360 shouldn't put you on a new contract, If you do agree a new contract you will lose TNT sports as HavencroftKev has pointed out. You might be better waiting for one of the forum team to get back to you which might be 2 to 3 days but on the 360 conversion problems they seem to be a bit faster.

[Akua_A]

Hi @adnewton 

Welcome to our community forums and thank you for your first posts. Sorry to hear you are having issues with your 360 upgrades. As mentioned by the community, you will need remotes to complete the upgrade. We can see you have recently contacted our team who have placed the order for you. Is there anything else we can help with today?