TV 360 box will not start up

[garner]

My main TV 360 box is stuck on the welcome screen with an orange power light. It had been a bit temperamental for the last couple of months, requiring a factory reset on a few occasions, but now it will not start up at all.

The internet connection is okay, and the secondary box in another room is working as normal.

[newapollo]

Hi garner 

A couple of posters have said there box has updated to version 5.14 so it's possible that yours has tried to perform this update and failed.

Have you tried removing the actual box from the mains for 5 minutes?

If that doesn't work there are three possible workarounds.

Try turning off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

If the power button and the -  button workaround doesn't solve it then try using the power button and the + (plus) button at the same time instead.

You could also try the three fingered salute, which is switch off on the back of the box;  then on the front hold down the plus, minus and power buttons at the same time, and switch on again whilst keeping all three buttons pressed down.  When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again. 

[garner]

I've tried all of those things now. Holding power with - or +- brings up a downloading icon on screen but then leads back to the welcome screen. Holding power with + makes the hard disk spin like crazy. Power light flashes or pulses orange, then remains steady orange on the welcome screen.

Given the amount of times I've had to factory reset it, even when it did work, I think the box is not in the best of health.

[garner]

Do you know if this forum is still the right place to contact Virgin Media staff? I've used it for that in the past.

Pretty sure I need to order a new TV box.

[garner]

Tumbleweeds... Okay, I will try the call centre, the next time I have a couple of daytime hours to spare.

In the meantime, if a moderator / VM staff person sees this - my TV 360 box is almost certainly broken, how can I get a replacement?

[garner]

The problem was indeed the box, and an engineer has now replaced the entire thing.

If anyone has a similar problem, don't waste your time posting on this forum, just phone India.

[japitts]

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@garner wrote:

If anyone has a similar problem, don't waste your time posting on this forum, just phone India.

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Many users would say the exact opposite!

This forum has never been intended as a real-time support alternative to calling, so for a loss-of-service scenario, that will usually be quicker.

For more complex or less urgent issues, the staff & experienced users on this forum are often far better than the offshore agents can manage.

[Sabrina_B]

Hi @garner 👋.

Thanks for reaching back out to us, apologies for the delay in responding regarding the issues with your TV 360 box. So that we can get a better look at it we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

[Martin_N]

We're glad to hear this is all sorted for you.

^Martin