Virgin Media Community

[Neilis47]

No message to upgrade on my box. Have called support and 24 hours later, as stated, and still the same. No catchup, on demand or apps. What does it take to get sorted ?

[japitts]

When and how did you order the migration?

From the sounds of it, your box is still working as a V6? You've mentioned "no message to upgrade" and "no catchup, on demand or apps". Those are different issues, on the face of it.

Can you clarify?

[Neilis47]

That's right they are two problems, but the update was suggested as the fix for the catch up and apps fault.

[newapollo]

Have you received new remotes for the upgrade to 360?

[Neilis47]

Yes, new remote delivered.

[newapollo]

Reading your post again, are you saying that apart from not seeing the 360 app to update your box, you also have no access to  catchup and on demand services and no apps  at all?

Is the EPG populated correctly, or are a lot of channels saying to be announced?

If so it sounds like you may have lost your internet connection to the V6 and you need to reconnect to the network

Home - Help and Settings - Settings - Network - Connect to the Virgin Media service now

Doing that may force push the upgrade app, which should either appear on the main screen or in the All Apps folder.

.

[japitts]

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@Neilis47 wrote:

That's right they are two problems, but the update was suggested as the fix for the catch up and apps fault.

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What was the problem with your OnDemand & apps?

Migrating your software to 360 is certainly one way of potentially resolving them, but without knowing what the issues are...

Regardless, if you've requested a software change, that can't be reverted. What happens when you try to use OnDemand?

[Neilis47]

They are either greyed out or it says try later v210

[Neilis47]

It's connected, EPG populated, tried restarting and all things like that.

[japitts]

That sounds an account-related issue, V210 isn't usually connectivity related although there's always a first time for everything.

Quite why anyone would suggest a migration to 360 to resolve this is beyond me, but all the same, it's done now.

If the EPG updates are completing every 6 hours (from the network connections screen) then there's probably not much more self-service can do to progress this, and you'll need VM intervention.

It's entirely possible that the 5day (IIRC) timer from the 360 remotes arriving, to your migration being forced, is also causing further complications. I'd suggest either calling VM or waiting for them to respond on here - but that may take another day or so.

Edited to add that if you aren't able to get this resolved by phone, post back here and we can flag your case to VM staff if necessary.