M63 + other issues

[Stuart_M_H]

An engineer came yesterday to install the new equipment for the seemingly excellent new upgrade contract I took out a few days ago. Trouble is the broadband telephone doesn't work at all and the upgrade to 360 TV failed miserably and I now have no catch up, no on demand, no apps and the infamous M63 error message plus a rather unhelpful "You have recently had an issue on your account. If you are still experiencing reduced functionality, call us on UNKNOWN". 

Customer Services couldn't come up with a fix so I'm hoping someone on this forum can!

[SMaster]

Feeling your pain mate... 

My two 360 (ex-V6) boxes are finally(!) communicating with one another after 2 weeks of CS2217 errors but the third is still on TiVo...  which has now stopped even recording!!  AAARRGH!!!

[newapollo]

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@Stuart_M_H wrote:

An engineer came yesterday to install the new equipment for the seemingly excellent new upgrade contract I took out a few days ago. Trouble is the broadband telephone doesn't work at all and the upgrade to 360 TV failed miserably and I now have no catch up, no on demand, no apps and the infamous M63 error message plus a rather unhelpful "You have recently had an issue on your account. If you are still experiencing reduced functionality, call us on UNKNOWN". 

Customer Services couldn't come up with a fix so I'm hoping someone on this forum can!

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Hi @Stuart_M_H 

M63 usually means that the equipment  hasn't been set up correctly on the VM systems. 

It can sometimes be resolved by third level support sending the correct codes to the box. If that fails they will need to send out a tech with a new box.

Did you previously have a Tivo box or a V6 box? If it was one of the older Tivo boxes then it should have been swapped out for a main 360 box.

If it was a V6 then you should have received a new remote and the V6 box would be updated over the air to the 360 (Horizon) interface.

You say you have no catch up, no on demand, and no apps.  Are you able to view live TV?

The Tivo had it's own inbuilt modem, however the 360 needs a  VM broadband connection to work. 

One thing you can try is to test the internet connection using your Tivo/V6 remote control. Go to Help and settings> Settings> Network> and select Connect to the Virgin Media services now.  Does this report success on the left?

EDIT The call unknown means call 150 from a Virgin landline or mobile, or 0345 454 1111 from any other phone and select option 2 (Faults)  

[japitts]

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@Stuart_M_H wrote:

Customer Services couldn't come up with a fix so I'm hoping someone on this forum can!

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I always struggle with this, it seems a fundamental failing of CS to not offer a solution to a customer with a problem - even if it's a tech visit who then refers.

But with the flip side of customers seemingly willing to accept such an outcome from a fault reporting call.

It's been covered in the replies already how to fix the 360 conversion issue which, incidentally, have nothing to do with your package change. CS no doubt sold it to you as "part of the deal" when you could have taken the bundle deal without the TV conversion - if you had so wanted.

[Stuart_M_H]

• Thanks for the reply Dave. It was indeed a V6 box but the engineer took the old remote away. Using the new remote I can find the Connect to Services option and it tells me that the last status is Succeeded. I can watch live TV so all is not lost although it's certainly not the all singing all dancing wonderful package I was promised 🙄

[Stuart_M_H]

2 out of 3 ain't bad! Do you know what they did to fix the V6 boxes? Am wondering if it's a case of just getting through to the right Tech.....

[newapollo]

Hi again @Stuart_M_H 

Do you have a 360 remote, the one with the voice button? Picture at the bottom of the page.

If it is the 360 remote then you should be able to download TV Control app from the following page (the links are about halfway down) to use as a temporary V6 remote.

https://www.virginmedia.com/tv/broadband/go-control 

If your set top box is a V6 then there should be an Upgrade to Virgin TV360 app either on your home screen, or within the All Apps section.

The link below has a screenshot which explains how to update the V6 to 360.

VTV360_A5_insert_instructions_leaflet_pre_packaging.pdf 

360 remote functions

[Stuart_M_H]

Thanks again Dave. The TV control app tells me that I have no compatible boxes so it looks like the box is stuck in some sort of purgatory between a V6 and a 360. As an ex COBOL programmer I understand the issues that can happen with upgrades but there should always be the ability to revert to the previous software version and then try again. Extremely disappointed!

[newapollo]

Hi again @Stuart_M_H 

It looks like the systems definitely think the box has updated to 360 because 360 boxes don't work with the TV Control app and the app will say there's no compatable boxes found.

It definately either needs the systems updating by second level support or a new box.

I hope it doesn't take VM as long to fix this as does to write a program in COBOL.

Jeepers the amount of work it took me just write hello World when I was learning COBOL many moons ago, I always got mixed upo between working storage and data storage, and found the data sheets/coding form too fiddly.

[Stuart_M_H]

Love the COBOL reminiscences! Divisions always got me in a tizz!