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Failure to install TV 360 Error code MA1/15/40

flanz
Joining in

HI

I am having an error updating my V6 box to TV 360 have tried a restart and spoken with customer service who also tried to install the update remotely and couldn't do it.

I was told it would be escalated to supervisors who would respond within 5 working days, however having read comments on here, I am not confident this is going to get fixed anytime soon.

Anyone any suggestions how I can get this sorted please

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi @flanz

All codes beginning MA are a 360 box specific error code (even though the box is still running V6) due to a migration issue meaning the box is unable to complete the upgrade. This is due to the box either not being activated, unable to complete the update process, or the software upgrade has been started but the billing system doesn’t know which account to tie the equipment to in order to activate the box.

A few other people with this error have managed to perform the update by either removing the box from the mains for five minutes and trying again, or by deleting recordings to make more space and then trying again.

You could also try turning off the V6 at switch;  then on the V6 box  hold down both the power button and the + button at the same time.

Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.

The box should reboot, the power button will turn blue, and fingers crossed it will reset and boot up normally, and then hopefully install the 360 software update.

If that doesn't work then the Faults team may be able to fix this, if not they will escalate it to 2nd level support to fix it over the phone by sending a new update signal. (they make sure they are being sent to the correct  boxes (ie the right serial numbers) sometimes they have to reset their system as it shows the process has completed even though it's been unsuccessful and the customers box is still running the older Tivo interface, or is stuck in a bootloop/download loop.))

If the second team can't force the regrade through from their end then they send out a tech to replace the box(es)

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

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7 REPLIES 7

flanz
Joining in

HI

I am having the exact some error and the update of my V6 box is failing, I have tried a restart and spoken with customer service who also tried to install the TV 360 update remotely and couldn't do it.

I was told it would be escalated to supervisors who would respond within 5 working days, however having read comments on here, I am not confident this is going to get fixed anytime soon.

Anyone any suggestions how I can get this sorted please

Thanks

 

newapollo
Very Insightful Person
Very Insightful Person

Hi @flanz

All codes beginning MA are a 360 box specific error code (even though the box is still running V6) due to a migration issue meaning the box is unable to complete the upgrade. This is due to the box either not being activated, unable to complete the update process, or the software upgrade has been started but the billing system doesn’t know which account to tie the equipment to in order to activate the box.

A few other people with this error have managed to perform the update by either removing the box from the mains for five minutes and trying again, or by deleting recordings to make more space and then trying again.

You could also try turning off the V6 at switch;  then on the V6 box  hold down both the power button and the + button at the same time.

Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.

The box should reboot, the power button will turn blue, and fingers crossed it will reset and boot up normally, and then hopefully install the 360 software update.

If that doesn't work then the Faults team may be able to fix this, if not they will escalate it to 2nd level support to fix it over the phone by sending a new update signal. (they make sure they are being sent to the correct  boxes (ie the right serial numbers) sometimes they have to reset their system as it shows the process has completed even though it's been unsuccessful and the customers box is still running the older Tivo interface, or is stuck in a bootloop/download loop.))

If the second team can't force the regrade through from their end then they send out a tech to replace the box(es)

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Hi Dave

Thanks for your help, I've tried everything you suggest and still have the same error message, how would you suggest I move this to the next level and get it sorted, from then discussion with the support team on Friday, I don't actually understand what is going to happen next, do I need to call again or will someone contact me?

Thanks again

David

Hi flanz,

 

Apologies for the V6 error codes received, we understand the confusion and frustration this can cause and appreciate you raising this via the forums.

 

We can see you have spoken to us since posting, we trust this was fully covered and a resolution offered?

 

Rob

Sprool
Tuning in

What was the resolution? Im having same issue and holding down the ON button and + while switching the unit back on again does nothing - light just goes amber.

Hey Sprool,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your TV services at the moment. Are you still having the issues that you reported, sorry to ask this but have you tried to reboot your box by turning it off at the power source since the issues started?

Kind Regards,

Steven_L

marekthomasx1
On our wavelength

Hi All. Dave’s solution is partially correct however it’s MINUS to do so. Flick power off on the V6, press and hold the Minus button and switch the switch back on until you see a welcome/starting up screen. let go of minus. meanwhile, should see a download arrow appear momentarily. if this doesn’t work, Faults T1 can replace the box via an engineer.