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TiVo upgrade to 360, one box working one not at all

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Hi, I've upgraded my TiVo to 360, however one of my boxes is working perfectly, the other not a all. The one that isn't is upstairs nearest the hub. When I turn it on I get welcome, please wait, then nothing just a blank screen. The power light is red as usual. I've tried restarting the hub, and the box but nothing. Can anyone help before I have to call Virgin please?


Very Insightful Person
Very Insightful Person

@Mikew2907 wrote:

Hi, I've upgraded my TiVo to 360

TiVo's are hardware-swapped to TV360, they can't be converted. V6 can be software-converted using the same hardware. Which are yours? Check on if you're not sure.

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Hi yes they are V6 boxes

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Trying again as I didn't explain myself very well before! I have upgraded my two V6 boxes to 360. One box is working fine, the other is just a blank screen. I have reset the box, and the hub multiple times. When I reset the box all I get is the welcome screen, then please wait, then nothing. Does anyone have any advice or do I need an engineer. The box not working is TV Box 1 which is nearest the hub upstairs, TV Box 2 which is the main box I use, is fine. Box 1 had barely anything recorded before the upgrade so I know that wasn't the issue. Thanks in advance 

If the box is connected by wifi I would try using an ethernet cable and then do the following;

Turn off the 360/V6 with the switch on the back of the box, then on the 360/V6 box press and hold down both the power button and the + button at the same time.

Then turn on the box again whilst keeping hold of those buttons for a further 30 seconds.

The box should reboot, the power button will turn blue if it still thinks it's a V6 or white if the 360 update works, and it should reset and boot up normally.

If that doesn't work then you need to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

Hi Mikew2907 👋 Welcome to the community forum! Thanks for posting. 

Sorry to hear about these issues with your V6 box since upgrading to TV360. 

It's best if we take a closer look at the account and run some troubleshooting with the boxes. We can then also arrange an engineer if it is identified as needed. We will just need to send you a PM to confirm a few details to do this. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞