Virgin Media Community

[peterstiles]

I have received my new TV360 remote but when i try to upgrade by following the instructions using the V6 remote it just keeps saying upgrade failed.

What is going on?

[japitts]

What is the error code with that message?

[Kath_F]

Hi peterstiles, 

Thanks for taking the time to post about your issues in the Community. ⭐

We're sorry to hear you're having an issue with upgrading your V6 box to the 360 software. 

Checking things this end, we can see you've since been able to get in touch with our faults team and they have raised this with our specialist teams. Once they are able to resolve things, they will be in touch directly. 

Please keep us posted on how things go and if you need anything else, you know where we are. 

Many thanks, 

[peterstiles]

Hi Kath. So far I have heard nothing from the faults team, not sure how long it usually takes?

Regards

[Tom_W1]

Hi @peterstiles thanks for your reply, sorry to hear this isn't resolved yet for you.

It can take generally 5 working days but depending on the complexity of the issue, it may take longer.

As soon as the team have a fix in place though, they'll contact you ASAP. Do you have a working TV service at the moment or is it frozen on that screen?

Many thanks

[peterstiles]

It's working fine, just not upgraded to 360

Regards

[Steven_L]

Thanks for coming back to us peterstiles, have you been contacted by the team since you last posted about this?

Kind Regards,

Steven_L

[peterstiles]

No i contacted them and they still had nothing helpful to say.

Regards

[Chris_W1]

Hi peterstiles, thanks for the message and welcome back to the forums. 

I am sorry to hear that you are having issues with the software migration. 

Can you confirm if this has been resolved or you still having issues with this since posting?

What information was provided to you on the call on Saturday? 

Kind regards, Chris.