Virgin Media Community

[Tommymc11]

• Plugged my new box in and account retrieval error
• thinking am I suppose to text them if so which number to activate the new box

[Anonymous · Accepted solution]

Try calling 0800 953 9500 

[Tommymc11]

Update

have called them

they can’t activate have to wait for technician to call within four hours 

[newapollo]

Hi @Tommymc11 

It sounds like the 360 box either it's a faulty box/upgrade, or the box hasn't been set up on the VM systems correctly which will be why you should be getting a phone call. This is usually from 2nd level support, not a tech, as they have access to provisioning systems that aren't available to front line agents.

I'm hoping all goes well and that they can reactivate the equipment, however in some instances this fails and if that happens you will probably recieve a visit from tech support so they can swap out the 360 for another box 

[Tommymc11]

All fixed and up and running thanks all

[newapollo]

Hi again @Tommymc11 

That's great news, thanks for the update.

If you do have any queries or problems just pop back and create a post.

In the meantime you may find the following page in getting to know the 360  useful :-

https://www.virginmedia.com/help/tv/virgin-tv-360 

[Tom_W1]

Hi @Tommymc11 thanks for your post although I'm sorry to hear of your concerns raised regarding the TV360 activation.

This is just a quick courtesy post to say apologies for the delay in responding over the weekend, and glad that things are now working for you properly.

As @newapollo has kindly mentioned, please don't hesitate to post again if you have any further concerns and please see the link provided above, if you need any further support/guidance with the TV360.

Many thanks