TV360 upgrade - Tm4/19/10-1-200000 error

[KATWIN30]

Hi,  I have the same problem, I have tried on numerous occasions to order the update but all I get is error code TM4/19/10-1-200000. I have even messaged and was told to start a whatsapp chat, which I did, but I haven't even had a reply

[MOD EDIT: Post split to create own thread]

[Gaz742 · Accepted solution]

Hi someone from Virgin got in touch with me on this chat, but it was after a couple of days. I had to have an engineer out in the end and had my box replaced.

[Daniel_Et]

Hi @KATWIN30 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you're having and the poor experience you've had 😔

Have you been notified that the upgrade is required in order for you to access Sky Sports+?

If so, after tapping the "Home" button, have you tried selecting both "Sky Sports+ on Virgin TV 360" at the bottom of the TV screen and the "Virgin TV 360 Free upgrade" box at the top?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[KATWIN30]

Hi, i have clicked on both things, and I still can't upgrade. Everytime I click on Virgin TV 360 Free upgrade. I just get a message saying we couldn't process your order. With error TM4/19/10-1-200000

[Matthew_ML]

Sorry to hear this,

Did you have any luck doing this over the weekend or are you still getting the same error?

Also which box are you doing this from the main one?