Upgraded V6 box keeps shutting down due to overheating

[Samurai303]

I managed to upgrade by V6 box somehow (I tried twice and go an error each time, left it to quit & reboot, and turned on later and had the new UI etc.) but attempting to watch the cricket (on Sky Sports UHD if that matters) the box puts up a message saying it's overheating and needs to shutdown. It takes about 3hrs for the first shutdown and then, after waiting a few minutes after the reboot, about an hour before it shuts down again. Any solution or is it a replacement box issue?

The box is on an open AV rack and never appeared to have any issues when running V6

[roy247]

Probably a replacement box is needed, some people have had problems where the fan runs at very high speed on updated V6 boxes, you can always check underneath the box where the fan is and make sure it's clear.

You can either 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.

[Samurai303]

I tried raising it up on a couple of blocks yesterday to see if that increased any airflow to no avail. I've no heard any fan at all, although my hearing isn't that good, so may have the opposite issue.

[roy247]

If your box is overheating then you need to call Virgin, 8am is always a good time to call.

[Kath_F]

Hi Samurai303, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear the box overheating. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Samurai303]

How long does a replacement box usually take? One was agreed with support on Mon 9th but I've not heard/received anything yet.

[Molly_T]

Hi Samurai303 👋 Thanks for getting back in touch to keep this thread updated. 

Sorry to hear your replacement box hasn't arrived yet! It's unusual for it to take longer than 7 working days. If you can please get back in touch with my colleague in your PM thread they will be able to look into what's happened with the replacement and help get this sorted for you. 

I hope it arrives soon! 🤞 Thanks for our patience in the meantime! 🌞