Virgin Media Community

[Kelvanator]

Hi

Please can anyone help. I keep getting told it's upgraded yet as I am in front of the box i get the error code.

2 hours on the phone and still the same but they are adamant its upgraded. 

I have asked for a new box and still nothing they want to charge for a new box. 

Thank you for any help. 

 

[newapollo]

Hi Kelvanator,

I'm hoping this hels.

Have you tried turning the power off at the socket for 5 minutes?

This has worked for a few people on the 360 forum.

Hopefully the box should power back up to old V6 interface and then you should be able to proceed and either  continue the update, or start the update afresh.

[Swf]

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@newapollo wrote:

Hi Kelvanator,

I'm hoping this hels.

Have you tried turning the power off at the socket for 5 minutes?

This has worked for a few people on the 360 forum.

Hopefully the box should power back up to old V6 interface and then you should be able to proceed and either  continue the update, or start the update afresh.

---

Worked for loads.  But if you can't get to the plug there is a power button on the back of the box it's self.  Turn off for a min and then back on.   It worked for a few of the updates 

[Kelvanator]

Thank you both i will give it ago and see if that resolves the issue. 

Hopefully update you later. 

[Kelvanator]

Bad news. 

Left it powered off for nearly 2 hours and still get the same error when trying the upgrade. 

Not sure of anyone else has anymore ideas?

Thank you

[newapollo]

Hi again Kelvanator,

Sorry that hasn't worked. 

It's possible that it's a settings issue at the VM end. They may be able to fix it over the phone, if not it may need an engineer visit.

You could try  calling 150 from a VM phone, or 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service"

If you get the automated response asking you to press 1 for the link to online support etc, ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.

Or you can wait here for a day or two to see if a member of the Forum Team can pick this up for you

[Zak_M]

Good afternoon @Kelvanator 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with upgrading your V6 box. 

How are things looking since your post?  Have you managed to complete the upgrade? If not we can take a further look into this for you. 

Kind regards,

Zak_M

[Kelvanator]

Hi Zak

No luck with the upgrade so the helpful person I got on the phone is sending me a new box.

Thank you

[Zak_M]

Thank you for coming back to me, 

Glad to hear things are in hand. 

Do let me know how things get on and If you do require any further support. 

Kind regards,

Zak_M