Updated to TV360 and 2nd TV will not connect to internet

[Doloresphillips]

Updated to TV360 today.  Main TV in lounge works fine.  Second TV will not connect to the internet.  Restarted and re-booted the hub.  Internet working fine in house.  TV connected via Ethernet Cable to mesh system.  Had TV working with 2nd TV6 box fine until we upgraded this evening.  Any ideas ?  Waiting for someone from Virgin to pick up my live chat.

[japitts]

It may be semantic, but just to avoid doubt.. are you reporting your second TV won't connect to the internet? Or your second TV360 won't connect to the internet?

If it's your 'net connected TV, then troubleshooting the Ethernet connection has to be the next step.

If it's your second TV360, then checking the network diagnostics is the next check. Can you try swapping the Ethernet cables and Hub ports between the 2 x TV360?

[Ashleigh_C]

Hi there @Doloresphillips

Thank you so much for your post and welcome back the community forums.

I am so sorry to hear that you have faced this issue with your 360 box. How are things looking since your last post? Have you been able to try japitts advise?

[Doloresphillips]

Hi, yes we tried that. Swapped over the boxes and the second box will not connect to the internet using the same connectors we use for box 1. 
Box 2 has just stopped working. Box 1 is fine. It’s not the internet as that is working fine. Think the box has developed a fault. Will contact virgin again today. 

[Paul_DN]

Hi Doloresphillips,

Thank you for reaching back out, I was able to locate you on our system with the details we have for you and can see you have spoken to us and that a technician has been arranged, to view please sign in to your Online Account, once you log in scroll down to Orders & appointments then click on View your orders. 
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
Let us know how the appointment goes.
Regards
Paul. 

 

[Doloresphillips]

All fixed. Engineer arrived and re-paired remote to tv. Thanks for your help. 

[Paul_DN]

Hi Doloresphillips,

Thank you for reaching back out with an update, really glad to hear the Technician was able to re-pair the remote which solved your issue, if you do have any further issues or even have something you wish to share, please do not hesitate to reach back out. 

Regards

Paul.