Can’t upgrade to 360

[KerriDowling]

Hi

was offered 360 as part of recent deal, remotes were sent but wasn’t applied to account and I only realised when I was billed £50 more than expected. Online chat applied to account and tried to upgrade and MA/15/40 error. Thought try on bedroom box which has been unplugged a while and that will now only boot to welcome screen. Is the box broken? Tried to troubleshoot through app but says can’t connect to Broadband but working fine. Don’t have the time to sit through another long chat session so advice would be gratefully received to advise if it’s due to box not working?

many thanks

Kerri

[roy247]

Your bedroom box might need reactivating if it's been disconnected for I think 30 days. Are you getting the MA/15/40 error on your main box you are trying to update. 

You could try the following;

Turn off the 360/V6 with the switch on the back of the box, then on the 360/V6 box press and hold down both the power button and the + button at the same time. (sometimes the minus - button works)

Then turn on the box again whilst keeping hold of those buttons for a further 30 seconds.

The box should reboot, the power button will turn blue if it still thinks it's a V6 or white if the 360 update works, and it should reset and boot up normally.

If that doesn't work then you need to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

[Kath_F]

Hi Kerri, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had some issues with billing after upgrading to 360. When a new deal is agreed and new equipment such as an upgrade is included, the new deal won't go live until the activation is complete. If you've had issues with upgrading the box then the new deal wouldn't go live. 

This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,