V6 to 360 no upgrade prompt

[AaronMcAuley]

Hi 

having received my two 360 remotes 10 days ago Im still waiting on the prompt message to upgrade. It is neither on my V6 Home Screen or within the All Apps. 

Any ideas. 

[roy247]

Have you tried resetting the V6 box to see if it prompts the download.

If that doesn't work you will need to phone Virgin on 150 from a Virgin phone or 0345 4541111 from any other phone and select the I am thinking of leaving option and speak to retensions who should be able to get your problem resolved or wait for a forum team member to pick this up which maybe a couple of days.

[Kain_W]

Hi AaronMcAuley,

Thanks for posting and welcome to the community.

Apologies for the issues faced regarding the 360 conversion, from checking I can see that an issue still appears to be preventing the conversion from taking place.

I've dropped you a PM so we can run through some further checks.

Keep an eye out for the message in the purple envelope icon.

Thanks,

[Kain_W]

Thanks for your cooperation over PM AaronMcauley,

Our team will be in contact to resolve this issue for you.

If you do have anymore queries in the meantime then don't hesitate to contact us.

Cheers,

[adhiren]

I had that same problem when I was switching from V6. An engineer was sent out and then they took mine off and tried a new box and it worked fine on that new one.