New to 360 and Can't get working getting no help

[Keef19]

Fitted new hub 4 but can't get connection to v6 box so can't upgrade to 360 using the new remote. Get error code m63. Been 5 days now and virgin can't fix it so we have no on demand or recording or live pause or streaming. So frustrating. Any ideas what to do. Virgin keep saying they will ring back but never do.

[Ernie_C]

Assuming the V6’s internet connection is via WiFi to the new Hub, have you let the V6 know in settings that it has a new WiFi SSID and password?

[Keef19]

My v6 box is wired through rj45. It was fine before changing to hub 4 router 

[newapollo]

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@Keef19 wrote:

My v6 box is wired through rj45. It was fine before changing to hub 4 router 

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Please can you disconnect the ethernet cable from the set top box and set it up as wifi, either entering the hub 4 SSID and password or by using the WPS set up option and see if that helps?

Also, if the set top box is connected via a 3rd party router or switch try connecting it directly to the hub 4.

[Keef19]

I will try later, thanks. Any idea where in the menu I would do this?

[newapollo]

Hi again @Keef19 
Since the V6 hasn't been converted to a 360 yet it will be under

Home > Help & Settings > Settings > Network

[Keef19]

Iam trying to convert v6 to 360 but it won't as don't have Internet connection to box

[roy247]

Have you checked that your hub is actually working, does your mobile connect to the hub's wifi and internet, if it does have you tried a different ethernet cable or port on the hub.

[Keef19]

Hub works fine as all other devices connect ok. It is just the v6 boxes that have problem. I have also tried a couple of rj 45 cables and not difference 

[Keef19]

Time to move to another provider