M63 Error Code

[dbond86]

I have the exact same problem. How can I force the update or which number do I need to speak to as the one given by your advisors in chat is automated then cuts you off after sending a useless text 

[japitts]

I'm assuming you've converted a V6 to TV360 and are having problems as a result.

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@dbond86 wrote:

which number do I need to speak to

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VM CS are on 150 from a Virgin phone or 0345 4541111 from any other phone. Once you've chosen the options for "I have a fault", don't press any further options or buttons - just wait on the line.

[dbond86]

Tried calling and it's useless. Boots me off. Says not open right now despite saying 8pm cut off. Been calling for over an hour. Upstairs box now in reboot cycle and keeps looping round. Downstairs box still showing M63 code. 

[dbond86]

And no. Received two 360 remotes today but the app isn't showing to update so I've been unable to do it. Now box is M63 code and other in continuous welcome/reset cycle 

[japitts]

You've got a short time after posting to "edit" comments and save the need for multiple short replies.

It's normal for the remotes to arrive first, and then the "upgrade now" app to be prompted a few days after - the alternative would be for the conversion to be forced before either box has a new remote to operate it.

Any TV box in a reboot cycle might need a tech appointment to resolve, but CS are open from 8am tomorrow.

[dbond86]

I've had a text saying my media kit has been activated. So I should still wait a few days? I currently can't access any on demand function or any app or even the help section of the box

[Reece_MH]

Hi dbond86,

Thanks for your post and a warm welcome to our Community Forums.

I'm sorry to hear there has been a problem with the activation of your TV boxes rebooting and showing error codes during the migration. I've taken a look on our side and it does appear that there is currently a known problem in your area, which is causing various issues with Virgin Broadband, TV and 21CV Phone.

As a result, we wouldn't be able to book a Technician to resolve this issue until the known fault has been resolved. This is because the TV360 Migration is "over-the-air", meaning  Below are the details for this fault:

Fault Information: You may find that your Virgin Broadband, TV and 21CV services are intermittent. We've identified the problem, and an Engineer is scheduled to resolve this.
Fault Reference: F010350013
Estimated Fix Time: 28th December at 9AM

Please be aware that the fix time is an estimate, and therefore the issue may be resolved sooner. To keep updated about this issue, you can check your Service Status by calling 0800 561 0061.

Once the fault has been resolved, either us or our Care Teams will be able to assist further with the migration.

Thanks,