Request for 360

[A-TNR]

Hi, we just renewed our VM contract and have requested the update from V6 to 360. Without going into all the details at this stage (was a rather long phone call), when the agent on the phone attempted this, he encountered some difficulty which prevented this being completed.

We have the remote already, but I was wondering if someone from VM could help in having the update to switch to 360 pushed to us? Thanks  

[1701-e]

Your V6 menu should have the 360 option to upgrade.  If not ring them up.

[m0bov]

You will need replacement boxes.

[Gareth_L]

Hello A-TNR.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with the 360 upgrade.

I did run a quick check on your Box and can see you a new upgrade has been booked in since your last post.

Can you please let us know on here how the conversion goes.

Gareth_L

[A-TNR]

Hi Gareth,

Thanks for getting back to me. Unfortunately the upgrade process has been a total nightmare and we’ve now had at least 4 days with only live TV being available to us - all apps, recordings etc are greyed out. 

We did have an engineer out last week who came to resolve a separate issue with our V6 box. This resulted in him replacing that box for a new one. Everything on V6 worked fine until Thursday night when we started getting the “Account issue” message on the home screen. I assume this is related to the 360 update request? 

I’ve been on the phone several times today trying to get this resolved, however it would now appear that a second engineer visit will be required - this won’t be until Wednesday.

It really has been such a disappointment, especially when you consider the £29.99 fee for the privilege.

[newapollo]

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@A-TNR wrote:

Hi Gareth,

Thanks for getting back to me. Unfortunately the upgrade process has been a total nightmare and we’ve now had at least 4 days with only live TV being available to us - all apps, recordings etc are greyed out. 

We did have an engineer out last week who came to resolve a separate issue with our V6 box. This resulted in him replacing that box for a new one. Everything on V6 worked fine until Thursday night when we started getting the “Account issue” message on the home screen. I assume this is related to the 360 update request? 

I’ve been on the phone several times today trying to get this resolved, however it would now appear that a second engineer visit will be required - this won’t be until Wednesday.

It really has been such a disappointment, especially when you consider the £29.99 fee for the privilege.

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I  wonder if the systems have been correctly updated with details of the new box.   It may be that the signal  has been sent to the older box that was replaced. 

[A-TNR]

The thought did cross my mind.

On my first call I did try to explain this and ask to check the serial number of the box that shows at his side against the serial I was seeing here. Unfortunately English was a bit of a barrier and he couldn’t grasp why I would want to do this. He did however book the engineer (I believe), before I was then cut off. 

On my second call, the guy attempted to push the 360 firmware to the box, but this unfortunately failed. 

I can’t help but feel it’s something simple that’s causing this and so could be easily resolved if I could only speak with the right people - level 2 support or something? 

[A-TNR]

Just a quick update to say that our 360 migration issues have finally been resolved. 😀

I thought I’d try calling the faults team one last time before our engineer visit tomorrow. Low and behold I got through to fantastic agent who: 

1. Actually listened to me explaining the problem 

2. Troubleshooted the problem 

3. Provided clear guidance / instructions

4. Performed some changes from his side and re-pushed the update (This didn’t work on previous calls)

and wouldn’t you know… the problem is fixed and everything is now working! 🙌

Unfortunately I didn’t catch the guys name, but whoever he was, his time and help are massively appreciated! He’s a credit to VM!

Massive thanks to the guy!