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lukepawley
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TV360 Upgrade

I recently recieved my upgrade pack for moving to TV360. Upon recieiving this, I followed all instructions but there was no option to 'Upgrade to TV360' on my V6 box, either from the home screen or from the Apps and Games screen. It has been 4 days now and I have made a total of 4 hours 34 minutes worth of phonecalls over 7 separate occasions only to be fobbed off time and time again. Nobody at Virgin seems to be able to force the upgrade through and each time they promise me a callback (4 occassions) and I get nothing, nada, zip! This is the tip of the iceberg. I am on a multi-room contract so they sent me a V6 mini as well to replace my Samsung Tivo. Upon switching on the Tivo 4 days ago, all my channels were blocked and I could not connect. So, I plugged in the new V6 mini and went through setup. Now all I get is C1011 error - Can't retireve account. So, no services at all in one room, no upgrade option in another. No help at all from the tech team, no phone calls back from anyone.

This is all after another issue 3 weeks ago during which it took 6 days and 14 phonecalls to get a replacement Tivo box (beofre I made the mistake of trying to upgrade) because the original one had perished. 

When I spoke to the agent about refunding my monthly payment, or at least part of it, for lack of services, he said they couldnt do that and that nobody from the CS team would help me after I requested to be put through to them. It is, quite simply, the single most frustrating and incompetent service provider I have ever had the misfortune to deal with.  

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TonyJover
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Re: TV360 Upgrade

The mini box won't work without the main box being 'upgraded' (I use that term loosely) to TV360.

Have you been sent a 360 remote? They won't upgrade you until you have.

How old is your V6 box? If it's an old one then it can't be software patched to TV360.

VM have stated on here and elsewhere that a new TV360 install along with a  Mini to replace a Tivo requires an engineer's visit. They've only just started doing those again since the lockdown has eased, so I believe that's what you'll need to be aiming for.

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TonyJover
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Re: TV360 Upgrade


@lukepawley wrote:

Nobody at Virgin seems to be able to force the upgrade through...


That will be because of the Tivo, and as I wrote above, it apparently requires an engineer visit.

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deans6571
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Re: TV360 Upgrade


@TonyJover wrote:

 

How old is your V6 box? If it's an old one then it can't be software patched to TV360.

 


...is that correct ? Why is that then? I thought all V6 boxes could be upgraded (how is anybody supposed to know the actual age of their box) ??!

¯\_(ツ)_/¯

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japitts
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Re: TV360 Upgrade

No, I'm pretty sure it's not correct. I've never quite got my head round the Arris vs Humax thing, but last time I checked the Arris variant could run both TiVo & 360 firmware but the Humax could only run 360/Horizon.

Others more familiar can probably confirm, but there shouldn't be any hardware issues with migrating an existing V6 to 360. There may be confusion with cases where customers have TiVo's, which do require a hardware swap - and would quite likely goto a diskless-mini-box.

Someone like @BenMcr or @BlueLou  can possibly confirm, and I hope neither of them mind the ping.

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BenMcr
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Re: TV360 Upgrade

All Arris hardware can run 360, so that's all hardware that has been install as a V6 and converted to 360, or any boxes installed new as a 360 box.

If you have a single TiVo box along with Arris harware, it can be swapped out to a Mini as part of a 360 upgrade.

If you have more than one TiVo along with a V6, then it's a engineer install.

And I think that TiVo only is also engineer install at the moment.

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Akua_A
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Re: TV360 Upgrade

Hi @lukepawley,

 

Welcome back to our community forums.

 

Sorry to hear this happened with your TV360 upgrade. I have been able to access your account using your forum details and I can see you recently spoke to our team regarding this. Has the issue been fully resolved with our team? Do you require any further help?

 

Thanks,

Akua_A
Forum Team



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TonyJover
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Re: TV360 Upgrade


@japitts wrote:

No, I'm pretty sure it's not correct.


Well, we recently had our very early V6 box replaced due to a failing hard disk.  The engineer who replaced it informed me that "As this is a newer V6 box you can now upgrade to TV360 if you want to".  We don't want to, and anyway we have a Tivo in another room so we'd have to have an engineer visit to do so anyway (or so I've been told).

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TonyJover
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Re: TV360 Upgrade


@BenMcr wrote:

If you have a single TiVo box along with Arris harware, it can be swapped out to a Mini as part of a 360 upgrade.


I was told by a Tier 2 support person that I couldn't do that and I would have to have an engineer visit as I have a Tivo (just the one) and a V6.

I don't want to move to TV360 anyway as from all I've read it appears to still be in early beta.

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roy247
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Re: TV360 Upgrade

If you have one V6 TiVo software box and a TiVo box the TiVo box needs to be replaced by a mini box. The V6 TiVo box gets a software upgrade to become a 360 Horizon software box which is the same software as the mini box. The original Tivo box can't run the Horizon software. 

The choice is yours to change or not to change, you need to read the threads to decide if the time is right for you, I don't know if the V6 will receive any more updates but the 360 will definitely (hopefully) receive more, some sooner than just changing the standby led colour. Which could have been left blue.

This link tells you how to do the self install if you decided to change,

https://community.virginmedia.com/t5/Virgin-TV-360/Upgrading-to-360-from-existing-V6-amp-TiVo-setup/...

 

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