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M63 error code

Hulacat
On our wavelength

on ‎15-10-2022 18:33

Hi,

I’ve just received a new hub 5 and stuff to upgrade to 360. However I no2 get the M63 error code.

Is there any way to fix this without a technician coming out. Called 150 but they are closed,

why does this seem to happen to a lot of people?

 

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12 REPLIES 12

japitts
Very Insightful Person
Very Insightful Person

on ‎15-10-2022 18:40

M63 is a TiVo-platform error code, meaning your TV box & account are expecting different software to each other.

This error will need VM intervention to resolve. You'll either need to callback tomorrow, or wait on here (might be a couple of days) for a staffer to respond.

It may be resolvable remotely or may need a tech visit.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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newapollo
Very Insightful Person
Very Insightful Person
In response to japitts

on ‎15-10-2022 18:43

Hi @Hulacat 

As per japiits advice.

You could also try following the online advice for /tv-error-code/M63  and see if the system  can detect the box serial number and update it got you.

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Hulacat
On our wavelength
In response to japitts

on ‎15-10-2022 19:01

Thanks, terribly frustrating that this seems to happen to a lot of people

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Hulacat
On our wavelength
In response to newapollo

on ‎15-10-2022 19:02

I ge5 a bad request message when I click your link 🤷🏼‍♂️

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newapollo
Very Insightful Person
Very Insightful Person
In response to Hulacat

on ‎15-10-2022 19:05

Hi again @Hulacat 

Either try again in incognito mode or use a different browser please.

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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Hulacat
On our wavelength
In response to newapollo

on ‎15-10-2022 19:16

Thanks, another browser worked, now trying to connect to someone online as it didn’t recognise a fault on my box

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Hulacat
On our wavelength
In response to Hulacat

on ‎16-10-2022 08:30

Just to update, I called as soon as they opened today and the issue was fixed over the phone.

 

Thanks for your replies

Natalie_L
Forum Team (Retired)
Forum Team (Retired)
In response to Hulacat

on ‎18-10-2022 08:46

Hi Hulacat, 

Thank you for reaching out to the Community and apologies for the delay in us in replying. 

We appreciate you speak to the team over the phone and then taking the time to update the thread to let everyone know this has now been resolved. 

Are you able to confirm what the team advised on the call?

Thanks, 

 

Nat
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Hulacat
On our wavelength
In response to Natalie_L

on ‎18-10-2022 09:04

Hi,

The lady I spoke to asked for the serial number of my new hub then updated something her end. I had to turn off the hub and tv box and the 360 update went through when I turned them back on. I could’nt have resolved myself, obviously something wasn’t set up correctly 

 

On a side note the 360 mini box I received came with a power cable that didn’t fit. I’m now waiting until Thursday for an engineer to come out as the person I spoke to couldn’t find an option just to send a new power cable out

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