Virgin 360

[David6]

Phoned last night to get my box working again, someone was supposed to phone back and sort this. That did not happen and this morning my box is still on please wait.

[japitts]

What's the problem with your TV360 box?

[David6]

None of the streaming apps (Netflix etc) were working. I spoke to support and they asked me to restart the box, and since then it only goes as far as please wait.

[newapollo]

Hi David6 

Try the following, it's worked for some forum members.

Turn off the 360 at switch;  then on the 360 box  hold down both the power button and the + button 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 fails then you should contact faults 150 from a Virgin landline or 0345 454 1111, option 2 (Faults) 

When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you

[David6]

This did not work and despite numerous calls to the fault team no one has phoned me back with a resolution.

[japitts]

I wouldn't even accept the offer of a callback when you speak to a faults agent. I know it may be easier said than done with offshore CS, but make sure they resolve it somehow when you speak to them - a tech visit being a perfectly acceptable outcome.

[Daniel_Et]

Hi @David6, thank you for your posts.

We're sorry to hear about the poor experience you've had 😔

I can see you've been in touch with the team since your latest post. Has the issue now been resolved?

Please pop back to us at your earliest convenience.

Thank you for your support @japitts and @newapollo 👍

Regards,
Daniel

[David6]

Hi Daniel 

Thank you for the mail, this has been sorted now, they have sent me a new box.

David