TV360 Startup Loop

[davorg]

Woke up this morning to find my TV360 box has gone into some kind of (seemingly) endless loop when trying to start up.

It shows what I assume is a software download icon for a few minutes before switching to the "Welcome/Welkom/Bienvenu" page. It displays that for a minute or so before giving up and going back to the download icon.

I've been watching this go on for 45 minutes so far - but I assume it started overnight when it tried to update the software.

[bigbadbod]

I am having the same problem, in Teesside. 

[davorg]

An update: I've switched the box off and on again and it's gone right back into the same loop.

[bigbadbod]

Yup, tried it numerous times since 7.15 this morning. 

[davorg]

Restarted the TV360 box again and now it's stopped showing the download screen. It's now just the "Welcome" screen with occasional fades to black.

Call customer support. They answered in 20 minutes. Apparently, I need an engineer to visit. Which can't happen until next Monday (5 days away).

I'm really not happy with VM's levels of support right now.

Dave...

[bigbadbod]

Brilliant, I am at work, not got time to hang around on a call centre call.

Paying more and more for worse and worse services, am not in contract, so looks like it is time to call it a day and pull the plug. 

[Reece_MH]

Hi there,

I'm sorry to hear you're both facing issues with your TV360 Boxes. @davorg, I've had a look at things on our end, and I can see that the appointment was booked in for the earliest timeslot available. Unfortunately, we are currently seeing a higher than usual demand in our Technician callouts, and it can take a little longer than expected for a visit to be completed.

@bigbadbod, I've had a look at your services, and can see you're also awaiting a Technician visit regarding this issue.

Please do let us know how things go after the visit, and we'll be happy to assist further, if needed.

Cheers,

[davorg]

The technician came round on Monday (so I was without my TV service for 5 days - how do I get compensation for that) and replaced the TV360 box.

He said that he's seen a few old V6 boxes like mine that have been rather flakey after the upgrade to TV360. Hopefully the replacement box will be better.

[John_GS]

Hi davorg, 

Thanks for coming back to the thread. Compensation only applies for the Telephone and Broadband service, not TV. Please see more here - virg.in/autocomp

Let us know if you get any issues with the replacement box.

Best wishes,

[davorg]

Wait, what?

How can I be without my TV service for five days and not get compensated for that? That makes no sense whatsoever.

Are you determined to lose customers?

Dave...