360 upgrade issue

[Leejarr73]

Upgraded to 360. WiFi connected fine. Now have no apps no on demand or catch up. Error m63 saying account not set up correct.  3 nights worth of calls. Repeating same issues each night. Repeating the error code about 10 times each night. It's like I'm making it up. Been cut off twice and no one cares to call back. Seemingly now need an engineer but my last call I was waiting on a transfer only for the line to go dead.... again! So frustrating 😫 

[Ernie_C]

You say you have upgraded to TV 360 but what stage are you at?

Have you received your new remote?

Have you run the conversion app?

[Leejarr73]

We have the remote.

We have no apps like we posted in original post.

Received new hub on Wednesday, WiFi working fine but unable to upgrade the TV box for 360, there's no option to do this. 

[Ernie_C]

How is the V6 connected to the internet? If WiFi, have you used the new SSID of the new Hub and confirmed the V6 has an internet connection?

[Leejarr73]

Yes done all this over the last 3 nights, was connected originally thru the Ethernet cable now its connected wireless 

[japitts]

And are you able to use other internet-based functions on your (currently) V6?

On-Demand? Streaming apps? Are you getting EPG updates?

You've mentioned error M63 in your first post which is a TiVo-platform error code. Ensuring your box has a working internet connection is half the battle here.

[Leejarr73]

We don't have any on-demand, catch up, or apps. We have live TV all our channels working fine. Connected Wireless and its showing 100% (excellent)

[japitts]

What happens when you try using OnDemand? Any error codes/messages? The wireless connection proves the box can talk to the router (although 100% wireless also tells me it's close enough to use Ethernet), but it's the onward connection that matters.

I suspect there's an account-level issue in your case, and this will need VM to intervene. Either by phone or waiting here.

[roy247]

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@japitts wrote:

 but it's the onward connection that matters.

I suspect there's an account-level issue in your case, and this will need VM to intervene. Either by phone or waiting here.

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Hi Leejar73,

You should be able to test this connection with your mobile, make sure it's connected to the same SSID as the V6 and check the connection with maybe the Speedtest app if you haven't already done this.

[Leejarr73]

WiFi connection is fine.

We have had numerous calls with VM, 2nd line technician had remote access and said the problem would be fixed within 4 hours, it wasn't! 

Appreciate folk trying to help but getting very frustrated with VM and are seriously considering cancelling our contract.