Unsure if 360 upgrade completed

[GMS1]

I have received my remotes for the 360 upgrade - unfortunately I have been unable to get any of them to work.  As per Virgin instructions the upgrade would happen automatically after 5 days of receipt of said remote  handsets.     

I do not have Apps on the TV - nothing at all so, therefore have no idea if it has updated.

I have tried several times to rectify this by following the instructions but to no avail.  Upgrading was supposed to be easy?

Please advise as I am unhappy with the lack of options available in trying to resolve this issue.

Thank you.

[MOD EDIT: Subject title changed for clarity]

[roy247]

The upgrade app might be on the "Home" page or in the "Apps and Games".

If your old remote is still working and any recordings you had haven't been deleted then the box hasn't been updated automatically.

If you have had the remotes for longer than 5 days and no app on the box then you will need to call Virgin or wait here for one of the forum team to respond which might be 2 to 3 days.

[GMS1]

Thank you roy247,

The old handset is still working but there is nothing on the Home page or in the Apps and Games.  I have had the remotes for more than 5 days, therefore it will be a wait out for Virgin to make contact or I will have to eventually make a call.

Cheers

[Akua_A]

Hi @GMS1 

Welcome back to our community forums and sorry to hear there is an issue with your 360 upgrade. We can understand the inconvenience caused. We can however see you have been in contact with our team who raised this with the relevant team. They will aim to get back to you as soon as possible with a resolution. Is there anything else we can help with today?

Thanks,

[GMS1]

Hi, You we correct when you stated I had been in contact with the team - unfortunately the team have not called back at the pre arranged time that was agreed a week ago - this morning at 11:00am. 
I still have no access to any apps/catch up etc.., the 360 remote does not work and I am furious that I took time off work to take the pre arranged call. I now have to go to work and I am no further forward. Totally  unacceptable. 

Virgin customer support what do you suggest now?

I am so annoyed. 

[John_GS]

Hi @GMS1 

Thanks for coming back to us. If the fault is logged with the Fault's Management System team, they need to do an investigation as to why it's not working, in this case why the migration has not gone through properly. Whilst we are sorry that the call didn't happen at the time agreed, it is not a guaranteed time I'm afraid but they will do their best to call as near too the time aforementioned. 

We have checked the system today and can see you have an engineer visit booked in.

Please let us know how this visit goes.