TV 360 box - how long does it take to arrive

[Yogeshprasad]

Recently changed service to have TV360.  New remotes arrived last week.  Old box says contact Virgin but the chat or phone support does not seem to fix the issue.

Unable to contact Virgin to find shipment status - everything is online and there is no chat function.

Checking with the community about their experience.

Thanks in advance

Yogesh

[newapollo]

Hi @Yogeshprasad 

What error message and error code are you seeing on your VM TV set top box?

Are you updating from V6 boxes to 360? 

If so you don't receive new set top boxes, just new remotes with the voice control.

The V6 boxes will be updated over the air to the 360 Horizon interface.

This generally happens automatically around 5 days after you receive the remotes unless you update the boxes yourself.

If you look at the inside of the lid that the 360 remotes came in there should be instructions on how to update the boxes printed there.

Screenshot at the bottom of this post

I notice  you also have a post in the  broadband forum.

Speed/Less-than-200-mbps-on-a-Gig-1-service 

Which hub do you currently have? If you only have a hub2 or hub3 then you will receive a new hub, probably the hub4 . Once you receive and activate that hub then your speeds will be increased.

upgrade to 360

[Yogeshprasad]

Thank you, @newapollo.

I am not sure which version box I have.

Here is the screen capture -

[Yogeshprasad]

Abut the hub, it is Hub 5 - a new one sent last week.  

[newapollo]

Hi again @Yogeshprasad 

Looking at your screenshots your box is still showing as a V6, however it looks like it's been deactivated in error.

You would need to contact VM by calling 150 free from a VM landline or mobile, or 0345 454 1111 from any other phone.

Either regrades or faults should be able to reactivate the box, but they may need to pass it to second level support.

A member of the Forum Team may be able help but it generally takes up to a couple of days for them to pick up forum threads.

[Yogeshprasad]

Thank you!

[Gareth_L]

Hello Yogeshprasad.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with your 360 activation 
Can I please ask if you have been able to get this resolved yet?

If not, please let me know and I can send you a private message to look in this issue.

Gareth_L