TV360 Setup

[mickelodeon]

When I agreed to change to TV360, I assumed it would be a simple matter of connecting the new box to the existing wiring etc. Virgin pose generally the question, "can we help" and in matters such as technical upgrades most elderly people would like the option of physical (not BOT) assistance from a human installer (particularly when paying £100 plus per month). After the start, we now see myriad complaints about problems ensuing, so I wonder - what is the philosophy driving the obsession with ever-faster speeds, when many would be happy with things as they are (or were).. I do not use a mobile phone and think I will encounter problems when I struggle with the equipment setup today. After numerous hassles over the years, I suspect this will be the last straw. 

[newapollo · Accepted solution]

Hi @mickelodeon 

A member of the forum team may be able to book a tech install for the new box, however it can take a day or two before they pick up your post, and then a further few days before an actual tech visit.

Yesterday you advised that you had received a new V6 box which you didn't ask for <this thread> . Today you say that you agreed to change to TV360.  To determine which box you have now received, please can you confirm if you also received a new oblong shaped remote control which has a 'voice' button on it?  Picture of the remote at the bottom of this post. If s then that's a TV360 box.

If it is a TV360 box then there should be installation instructions included with the new box, either as an enclosed leaflet, or instructions printed on the inside cover of the box the equipment came in.

Since your tivo box is showing error 7400 it means it has been deactivated. The new box will have been automatically activated by VM's systems, so it may be a case of plug in the new equipment, switch it on and allow it time to set itself up.

There's a youtube video showing how to swap out the tivo box and install a 360, or 360 mini box <here>   The section you need starts around the 1 minute 58 seconds mark.

There's also an online manual showing how to install the 360 <here> 

360 remote

[mickelodeon]

Thanks for your information. I received the box mentioned and the new V360 Box with connecting leads. On starting the setup I could not get through the first stage in the manual, i.e. "Upgrade to Virgin TV 360 now" as the Homescreen did not give access to that. On the homescreen it was not visible, and trying the options 'Help'/'Settings', System Info' proved abortive. A screen appeared with the following: Preparing/Connecting/Getting Info/Disconnecting and Loading Info - all 'Finished' quickly, but the last showed dots circling clockwise for approx. 10 minutes, ending with the message "Sorry, there seems to be a problem, visit VM and enter Error Code' 7400'. I will not do so, as the problem is malfunctions at VM, due probably to minimal staffing in order to generate more profits for Richard Branson (or possibly a plutocratic successor). I will investigate my options for cancelling my contract with Virgin..    

[mickelodeon]

P.S. The Box in question is made by Messrs. Humax, Model 1008C-STB-VM (GID: 2045189). The remote control has a voice button (microphone symbol directly below the OK (if only) button.

[mickelodeon]

Thanks for showing the new remote control, but I had not got to the point of using it, the first step in the setup process - stated in the new Installation Guide -  being to use the current V6 remote to select "Upgrade to Virgin 360 now from the Home screen" but the 'selection' mentioned did not appear and efforts to find it were unsuccessful, so I was/am stymied..

[mickelodeon]

Trying again, my TV screen declared that my account was not set up correctly and advised checking out "Error Code M63" and had a button "CONTACT US". I clicked on that and a blank page appeared, quoting "Internal Server Error" but no advisory text relating top the subject. So, stuck again in wonderment.

[roy247]

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@mickelodeon wrote:

Thanks for showing the new remote control, but I had not got to the point of using it, the first step in the setup process - stated in the new Installation Guide -  being to use the current V6 remote to select "Upgrade to Virgin 360 now from the Home screen" but the 'selection' mentioned did not appear and efforts to find it were unsuccessful, so I was/am stymied..

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The option to upgrade is sometimes in the apps and games section when updating a V6 to 360 software.

Have you definitely connected the 360 to the hub, it needs a separate ethernet connection to the hub (or wi-fi), the old TiVo box which had an inbuilt modem only needed the one coax connection.

[mickelodeon]

newapollo, To explain - I did not order the new TV 360 Box per se. About 3-4 weeks ago my access to e-mails was blocked. After trying to rectify the matter online, I phoned '150' and was informed that my e-mail account had been passed (sold?) to a third party company, without notification and I threatened to leave Virgin for another ISP, but was told a new box would be beneficial, so I accepted the new deal. Alas, it created further problems in setting up and I now ascertain from other posts on the forum that it is possible to get a Virgin installer for £25. I would be agreeable to that and would like to know how to arrange it and make the installer aware of previous problems. I live below another Virgin client, separated by wooden floors, and wonder if there is interference of some kind? 

[mickelodeon]

No, I did not get so far as to connect, as I could not get through the fist stage of the TV360 manual and have not disconnected the Tivo box yet. A question: Does Tivo comprise a hard drive holding recorded programmes? I understand that recordings will be deleted at the changeover, but would it be possible for me to transfer/dub some (Radio 3) sound recordings I have made to a separate hard drive (or Minidisc)?

[nodrogd]

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@mickelodeon wrote:
A question: Does Tivo comprise a hard drive holding recorded programmes? I understand that recordings will be deleted at the changeover, but would it be possible for me to transfer/dub some (Radio 3) sound recordings I have made to a separate hard drive (or Minidisc)?

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Yes, the recordings are on a hard drive, but the recordings are encrypted. In order to decrypt them you need current subscriber codes that the box obtains when it connects to Virgin’s systems. As the box is now giving the 7400 error code, it has been removed from your account & is no longer authorised to receive channels or decode any recordings from those channels.