Showing results for 
Search instead for 
Did you mean: 

TV 360 box stuck on welcome screen

Joining in

Hello virgin

My virgin TV 360 box is stuck on welcome screen

I have tried to reset it by pressing + and - 

and a download sign turns up then turns off and on again and still the welcome screen shows but nothing else ... Please help 

it looks like I need a new unit asap



Forum Team (Retired)
Forum Team (Retired)

Hi @spoi2003,

Welcome back to our Community Forums! Thanks for your post and I'm sorry to hear that you're having some issues with your TV box at this time! 

Is this issue still ongoing? Have you tried to reboot the TV box by flipping the switch on the back of the TV box off and back on after a few seconds?

Please let us know how you're getting on.


Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Yes this is still a issue 

The TV box only shows welcome screen and doesn't go any further 

I have tried resetting it by pressing + and - but all it does is show a downloading screen then reboots then shows welcome screen and doesn't going any further 

I need a new box especially as I'm paying 98 pound a month ...

Joining in

I called customer services to get a engineer around on Saturday - hopefully he or she well resolve the issue with my TV box

Thank you for that information. I'm very sorry you're still having this issue. We are happy to take a look into this for you. 

I will private message you now to confirm your details. 


Joining in

I am also having the sam problem with my 360. We have tried all of the fixes suggested on the help pages as well as suggestions on this forum. Any other ideas before requesting a replacement? 

Hi @ashmt 

Welcome back to the community forums 

Sorry to hear you're having TV issues at this time 


I can see on the systems at our side that you have discuss this with the team and have the next steps in place to look to resolve this for you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent

On our wavelength

Same problem here. 

Hi there @Gr8m8again 

Thank you so much for your post and welcome to the community forums, it's great to have you back here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. I have checked and I can see that you have had an engineer appointment booked. 

Are you able to let us know how things are looking now, after the visit? 

Did a VM fault test yesterday. Diagnosis fault 360 box hard drive. C6000. Me to Operator. " C 6000 fault. Hard drive  Needs new box." Result - HAD to have Engineer appointment rather than box delivery. Engineer came & within few minutes, diagnosis "need new 360 box." So new box fitted. All good. Observation. When Customer runs test using VM system and it says it's the box, when the VM Forum gurus say it's the box, why Virgin Media do we have to go through a process of using up Engineer's valuable time. VM has great products but the servicing process 🫤

On plus side, the Engineer was a quality, very professional Lad and a credit to VM. 

In conclusion, many thanks to all the contributors to this thread. Hope you all have a wonderful Christmas and a healthy and happy 2024.