Lost all channels on one box

[SamG01]

Hi

I've turned on our box in the kitchen and it has lost all channels and wants us to subscribe to different services.

Earlier on in the day I installed a new V6 360 box in the living room and that is working fine. Could this have done something?

[roy247]

Might sound like a silly question but is the box that has lost all the channels also a 360 box or a V6 TiVo box or an old TiVo box. Check here 

What is the new box a 360 main box or mini box, picture below.

[SamG01]

It is a V6 Tivo box that was upgraded to 360. The new box in the living room is 360 box. Both look like the one on the left.

[roy247]

Why have you received a new box, usually if you are going multi room and adding a box you would be sent a mini box not a 360 main box with hard drive, it sounds like when you activated the new box the old box has been deactivated and this would need a call to Virgin to get resolved or you can wait 2 to 3 days for one of the forum team to respond.

It's very possible whoever set this up at Virgin has done something wrong.

[roy247]

Hello again,

If you have the TVGO app you can check which boxes are on your account and the serial numbers, when you sign into the app go to Settings, Virgin TV boxes and you will see the boxes.

[SamG01]

Sorry I should have said the new box in the living room was because the V6 Tivo box we upgraded to 360 made a constant high pitch sound.

[roy247 · Accepted solution]

If you already had 2 360 (updated V6 boxes) and one is being replaced due to a fault then it looks like the wrong box has been linked to being replaced.

[roy247]

Another way of proving this would be (if you still have the other box) would be by swapping the removed box with the one with no channels.

Nothing to do with your problem but the facility to edit posts is a real pain in the ar*e, one for the moderator's to sort out.

[SamG01]

Hi Roy

You were right, they switched off the wrong box. I spoke to technical support and the nice lady confirmed this and switched it back on.

[SamG01]

Thanks for your help.

I agree editing posts is a pain.