Issues with V6 box converting to tv360

[laurllt]

Hi all, as a lot of people on here, we are having issues with changing over to tv360. 

We completed the install yesterday at 2pm and got around to the pairing your new remote screen. 

Held TV and 0 and nothing happened.

we then reset the remote by holding TV and rewind aswell and then tried TV and 0 again and nothing happened. 

We tried resetting the box etc and that didn't work either.

At this point we phoned virgin media and they said someone would call us back within an hour and they did not. 

We then called back and got told someone would call us back within 5 days and then we also called back this morning to ask for a technician and they can only book one for Monday, which with the circumstances is not fair. 

A little background: my mother is over 60 and disabled, she doesn't understand people over the phone and doesn't understand technology at all. She can't leave the house and isn't an avid internet user so her only form of entertainment all day is the television and now she has to go all weekend without it. She didn't want the upgrade, she was quite happy with her V6 package and now this has happened, leaving her without anything for the entire weekend.

other things we have tried: 

controlling the TV with the 360 app, works initially but nothing will play and it freezes if you try to open any app like Netflix. 

streaming from ITv X / netflix to the TV, nothing happens. 

Pressing the plus and power button on the box for 30 seconds as we start up the box to reset the box. nothing worked.

pressing the red button on the V6 remote (that still works with the TV because when the install complete screen comes up we can press 'ok' with the v6 remote and then end up stuck on the screen with the prompt to pair the remote) pressing red button does nothing. 

is there ANYTHING else we can do at all because it's really unfair to just leave my mum sitting there without television for a weekend, were extremely disappointed with the customer service we have received over the phone etc. Any help at all would be appreciated, I'm willing to try anything to get this bloody TV to work haha! 

thankyou in advance 

[japitts]

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@laurllt wrote:

She didn't want the upgrade, she was quite happy with her V6 package and now this has happened,

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A conversion from TiVo/V6 to TV360 is 100% voluntary. On this basis, why did your mother accept an invitation to migrate?

I would assume that she accepted a package offer - which is completely separate to your TV hardware - and an agent offered a voluntary migration at the same time. As much for the benefit of others as yourself, declining the offer if you're not sure - is often a better solution.

That said, you seem to imply this is just an issue of configuring the remote, but mention your mother has no TV service at all?

[newapollo]

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@laurllt wrote:

pressing the red button on the V6 remote (that still works with the TV because when the install complete screen comes up we can press 'ok' with the v6 remote and then end up stuck on the screen with the prompt to pair the remote) pressing red button does nothing. 

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Hi laurllt 

Is there an error message and code showing on screen, if so which one?

It's usually something along the lines of CS100:70,  or CSxxxx where xx is four numbers.

Have you tried inserting new batteries? This has worked for numbers of users. 

Also make sure that the plastic tab has been pulled out of the 360 remote.

If you haven't done so already please try the following

Put the box into 'Pairing Mode' by pressing the Standby/On button on the front of the box for 10 seconds. (that's the red button, top right hand side)

Then using the 360 remote control, press and hold the 'TV' button and the '0' button together for 10 seconds. And fingers crossed hopefully a  message should appear on the screen confirming that pairing was successful.

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@laurllt wrote:

Pressing the plus and power button on the box for 30 seconds as we start up the box to reset the box. nothing worked.Using the plus and power buttons can you please try using this method which is slightly different.

Turn off the V6 at switch;  Before  turning the box back on, hold down both the power button and the + button at the same time.

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

The box should reboot, the power button will turn blue, and it should  reset and boot up normally

There should have been an instruction leaflet either enclosed with the new 360 remote, or printed on the inside cover of the box, which if the install gets stuck ask you to enter a  verification code -see the  picture at the bottom of this message.

There is also a youtube upgrade video to follow to make sure nothing has been missed

https://www.youtube.com/watch?v=KruQsQbPMsw