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

[Gaz742]

Trying to upgrade with tv360 free upgrade app. Getting error TM4/10-1-200000.

Called virgin onTuesday and they couldn't resolve it and were passing it onto next level to try and sort. I've had no reply and tried again to upgrade but still getting the same error. Rang Virgin today to get an update on what is happening. The operator just trying to sell a new package to get the upgrade. I thought it was just a software upgrade to existing box and no package renewal is required. How can I get this resolved without changing my package

[MOD EDIT: Subject title changed for clarity]

[cazzab]

Same with me. Been trying since the email arrived but keros failing when I'm on the screen on the TV.  Not tried ringing them yet.  Very frustrating 

[hrvy]

I’m having the same issue here, when I try to upgrade to 360 it says it couldn’t process my order and sends me to a chat bot that doesn’t seem to understand my issue,

error code -  TM4/19/10-1-200000

[Ashleigh_C · Accepted solution]

Hi there @Gaz742 

Thank you so much for your post and I am so sorry to hear that you are also facing this issue with your service. 

I am so sorry to hear that you have experienced this error code since upgrading to our TV 360 service and thank you again for posting. I do think it would be best for me to pop across a private message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
@cazzab thank you as well for you post, I have reached out to you on a separate post already. 

@hrvy I am so sorry to see you are also facing this issue, I will also pop a PM across to yourself so we can take a look. 

[BartDeco]

Exactly the same for me. Please PM me if there is a solution.

[Matthew_ML]

Hey BartDeco, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

I can see you've spoke to the team since this post, did they manage to help at all?

[jwh001]

I have the same problem, I received the email and have tried and tried to order the update but all I get is error code TM4/19/10-1-200000 ; the link doesn't work as no message tab appears. I am now trying to phone for the second time , still on hold after 15 minutes

[Gaz742]

Update on my problem.

Had to have a Virgin engineer come to the house. Tried several times to update the box. Found out the box was faulty and replaced it. Left after making sure everything was up and running

[binnsas]

Hi,

I have the same problem, just get an error message and the help link is useless.

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

Is the only solution an engineer? A reset of the box doesn’t work.

Thanks

[Gaz742]

Hi 

Had  Ash from the forum team contact me and he tried to do it remotely. 

He couldn't do so he sent an engineer.

I assume so long as your box isn't faulty like mine was, it could be remotely.

Hope this helps