Virgin Media Community

[khenryashley]

Please help me Virgin Media.

I have recently upgraded to Ultimate Volt bundle.

I received new hub and a 360 box. No problem there.

The second box is my V6 box which would be updated to the 360 software.

Unfortunately the V6 box could not be done at my end because the apps menu was not appearing.

Despite 3 calls to Virgin in the past 10 days and the promise they would do it remotely It still has not been done.

We have no record or pause function on the boxes which may get me a divorce if it isn’t fixed soon.

Please can someone help me.

Kind regards

Kevin

[newapollo]

Hi Kevin,

Did you receive a new 360 remote for the second box which hasn't upgraded yet?

If not it sounds like it may not have been added to the systems to send the upgrade app.

The upgrade app can appear on the home screen or in the all apps folder.

If you do have a second 360 remote you could try the following which has worked for some forum members.

Turn off the V6 at switch;  then on the V6 box  hold down both the power button and the +button at the same time.

Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.

The box should reboot, the power button will turn blue, and it should  reset and boot up normally. Following that (fingers crossed) it might download the 360 upgrade app.

[khenryashley]

Thanks for the prompt reply.

Yes they sent me an extra 360 remote. 

Your instructions state to hold down the power button and the + button.

The remote does not have a + button.

Please advise

[khenryashley]

Ignore my last message. I realised you meant the buttons on the box🤦🏻‍♂️ sorry

[khenryashley]

OK

I have carried to the instructions and the box reset no problem. Still no apps appeared for the 360 upgrade.

I hope someone can give me further help

Kind regards

Kevin

[Paul_DN]

Hi khenryashley,

Thank you for reaching back out, sorry to hear your V6 won't convert to our 360 box, I was able to locate you oon our system with the details we have for you and can advise everything looks as it should do however if you are still facing issues I will be glad to help, I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[Paul_DN]

Hi khenryashley,

Thanks for coming back to me via private message to confirm your information. 
I have booked you in for the next available appointment. To view this 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. 

 

[khenryashley]

So I had a visit from an engineer.

All my set up was fine.  Even the engineer couldn’t update the box to the 360 software.

The box was replaced with a 360 box.

Thanks for everyone’s help.

Kevin

[Tom_W1]

Hi @khenryashley thanks for your reply here, glad that you were able to get things resolved!
Thanks for taking the time to let us know.

Many thanks