360 upgrade request issue

[TRS]

I've attempted to request the upgrade to 360 via the box and get error TM4/19/10-1-200000. It directs me to the help section on myvirginmedia, but this just leads to going round and round in circles with the chat bot and getting nowhere. Not sure I can face ringing up to find the handler hasn't a clue what i'm talking about! Is it possible to get the remote ordered on here please?

[Martin_N]

Hi TRS,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your upgrade of Tv box. 

Have you been able to try different web browsers?

^Martin

[TRS]

Hi Martin,

I don't get the reference to web browsers? Anyway thinking about it, I wonder if it may be to do with having started a new contract a couple of weeks back and your systems not being fully updated yet, as the first bill isn't due until 9th August? If I look at the myvirginmedia app, it no longer shows me as having any services or show service status. I'm guessing this may all update after 9th August?

[fizz]

<I don't get the reference to web browsers? > because they don't read things properly... and have answered you now so you will have to wait around a few more days for another reply..

[Molly_T]

Hi TRS 👋 Thanks for getting back to us! Sorry to hear about your difficulties completing the TV36 upgrade, and for any confusion around the reference to web browsers. I believe my colleague thought you were having issues when trying to upgrade via the web-browser through My VM.  - Sincerest apologies for any frustration or inconvenience caused as a result! It sounds like we need to do this manually for you, and ensure a remote is sent out in the post. 

I will send you a PM to confirm a few account details so we can get this arranged for you! You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞