Virgin 360 Box Won't Switch On

[fatdaz]

We had 3 Virgin boxes replaced with 360 boxes about 3 or 4 weeks ago. 2 of the 360s work fine but the 3rd one has intermittently rebooted since it was installed. This only happened once every 3 or 4 days so I was just living with it and hadn't got round to gearing myself up for the hassle of raising a support call (I work 7-days a week at the moment). Today however it has rebooted and won't come back up, it just comes up to the graphic displaying a box with an arrow pointing to it. Is there anything I can try before raising a support call?

Thanks

[roy247]

If you have had 3 boxes replaced by 360 boxes I would assume you have 1 360 main box and 2 360 mini boxes (pictures below), but you can never be sure. Which box is it a main box or mini box that you are having problems with.

[newapollo]

Hi fatdaz 

 Try turning off the 360 by the switch;  then on the 360 box  hold down both the power button and the - (minus) button which is on the front of the box at the same time. Then turn on the 360 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 as a 360. 

If that doesn't work and it's still showing that screen  then use the same method but substitute the minus button for the + (plus) button

[fatdaz]

It's a mini box

[fatdaz]

Thanks but that didn't work - it just comes back to the same graphic.

[roy247]

If it's connected by wi-fi try moving it to where your main box is a using a ethernet cable connection, if it's still the same then it looks like the box is faulty and needs replacing so 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.