Virgin media 360 upgrade

Question

I made the mistake of asking for the 360 upgrade as from 1st November Netflix cannot be accessed via the apps on Virgin media. &nbsp;The kit has arrived. &nbsp;I have two boxes already, the TiVo box downstairs connected to my smart tv and a V6 box upstairs connected to my daughters TV which is not a smart tv and has no access to the internet. &nbsp;I cannot upgrade my daughters TV as it needs internet connection to do so. &nbsp;I contacted virgin media to discuss this and was speaking to an offshore advisor on chat who did confirm that the tv itself needs internet access to be able to upgrade and I could not just upgrade my main box without doing both. &nbsp;I advised to cancel the upgrade as I was not about to go out and purchase a smart tv &nbsp;The advisor told me they would send out a bag to return the equipment. &nbsp;I specifically said to him “has the upgrade now been cancelled and can you assure me that I will still be able to watch my virgin media services?” &nbsp;He advised yes. &nbsp;Low and behold 3 nights ago my virgin media goes off and an automatic upgrade on my main box starts. &nbsp;3 days later and hours of phone calls I am getting nowhere I have been told there is no going back and have not been given a solution to resolve the issue. &nbsp;I am absolutely fuming. &nbsp;I spoke to an advisor in the &nbsp;UK today who said he would send me a wireless router for my daughters bedroom so that I could do the upgrade. &nbsp;I couldn’t seem to get through to him that my daughters TV does not have the ability to connect to the internet and how would this work. &nbsp;He said as long as the V6 box can connect it will work. &nbsp;Is it me, am I being stupid or is he right? &nbsp;Virgin Media will be the death of me their level of customer service is appalling.

Birmik · Answer

Thanks very much for response. &nbsp;So I got the package out of the garage. &nbsp;As the TiVo box had automatically started the update, it was stuck on the pair remote screen. &nbsp;I was reluctant to do this before as I didn’t want to mess things up and my daughter lose her access. &nbsp;So I have now taken one of the remotes out of the box and have successfully paired it with my TiVo box and now have access to the new 360 platform on my main box. &nbsp;I have restarted my daughters TV and V6 box and there has been no upgrade nor does it give me any option to do this so there is only the old virgin media platform. &nbsp;The instructions tell me to go to the app screen and use their icon for the upgrade. &nbsp;There is no icon for the 360 upgrade as clearly the TV does not have internet access. &nbsp;I just hope that she only loses her access to Netflix at the end of the month and not virgin media as a whole, otherwise I will have to try to get virgin media customer services to understand. 😩 Thanks again

newapollo · Answer

Birmik&nbsp;wrote:I made the mistake of asking for the 360 upgrade as from 1st November Netflix cannot be accessed via the apps on Virgin media. &nbsp;The kit has arrived. &nbsp;I have two boxes already, the TiVo box downstairs connected to my smart tv and a V6 box upstairs connected to my daughters TV which is not a smart tv and has no access to the internet. &nbsp;I cannot upgrade my daughters TV as it needs internet connection to do so.&nbsp;&nbsp;my daughters TV does not have the ability to connect to the internet and how would this work. &nbsp;He said as long as the V6 box can connect it will work. &nbsp;Is it me, am I being stupid or is he right? &nbsp;Virgin Media will be the death of me their level of customer service is appalling.Although your daughters TV isn't a smart TV, it isn't the TV that's needs an internet connectionThe V6 box that's upstairs and connected to your daughters TV already has a working VM internet connection.If it didn't then the EPG on the V6 would not be populated and update with the current program details. Also she would be unable to use catch up services or apps on the V6 box.So there is nothing to prevent that V6 being migrated to the TV360 platform.&nbsp; &nbsp;Your daughter will still have access to all current live TV programs via the VM set top box and the&nbsp; catch up services. She (and yourself) will gain access to additional apps that weren't available on the tivo and V6 boxes.&nbsp;The current list of apps on the 360 are&nbsp; Al Jazeera, A-Maze-ing Mac, &nbsp;Apple TV+, BBC iPlayer,&nbsp;BBC Sounds, Channel 4, Dance TV, DAZN, Deutsche Welle,&nbsp;Disney+, Fiit, Fireplace, Fishing TV, Fit at Home, France24,&nbsp;Hangman, ITVX, Mubi, My5, Netflix, Paramount+, Pluto TV, Prime Video,&nbsp;QVC+, Radio Line,&nbsp;Rakuten, Solitaire Classic, Space Moodies, STV Player, Subscriptions,&nbsp;Tetris, U, Vevo,&nbsp;VM Store,&nbsp;Wall Street Journal,&nbsp;World Poker Tour, You Tube.There's a youtube video showing how to migrate the V6 box to the TV360&nbsp;https://www.youtube.com/watch?v=Ac9q3zu3drw&nbsp;Your current downstairs&nbsp;tivo box should be swapped out for the new 360 box that you have received.

japitts · Answer

Birmik&nbsp;wrote:I made the mistake of asking for the 360 upgrade as from 1st November Netflix cannot be accessed via the apps on Virgin media.This is too late for you, but Netflix is being removed from the legacy TiVo boxes, it is NOT being removed from V6.Letters being sent to mixed TiVo/V6 households imply that you need to migrate all your boxes to TV360 - including a hardware swap of the TiVo to a mini-box - to retain Netflix access. This is categorically NOT the case, and only the TiVo needs swapping out for a V6.TiVo's have their own inbuilt internet connection for all online functions - OnDemand, EPG updates &amp; streaming. Both V6 &amp; TV360 have the same requirement for a connection to your home-hub for an onward internet connection for the same functions.The co-ax connection to all TiVo, V6 &amp; TV360 boxes provides the live broadcast TV feed.

nodrogd · Answer

Birmik&nbsp;wrote:Thanks very much for response. &nbsp;So I got the package out of the garage. &nbsp;As the TiVo box had automatically started the update, it was stuck on the pair remote screen. &nbsp;I was reluctant to do this before as I didn’t want to mess things up and my daughter lose her access. &nbsp;So I have now taken one of the remotes out of the box and have successfully paired it with my TiVo box and now have access to the new 360 platform on my main box. &nbsp;I have restarted my daughters TV and V6 box and there has been no upgrade nor does it give me any option to do this so there is only the old virgin media platform. &nbsp;The instructions tell me to go to the app screen and use their icon for the upgrade. &nbsp;There is no icon for the 360 upgrade as clearly the TV does not have internet access. &nbsp;I just hope that she only loses her access to Netflix at the end of the month and not virgin media as a whole, otherwise I will have to try to get virgin media customer services to understand. 😩 Thanks againThe box you have been provided with is a Horizon V360 box. It runs Horizon firmware &amp; not TiVO firmware. As far as your daughter's box is concerned, the instructions are not asking you to access an app on her TV. You need to go to the "Apps and Games" section from the home screen on her V6 box, &amp; the 360 migration app should be up in the top left.Just to make sure, the TiVO 500 box below is the one that has to be replaced with the new box provided:Older TiVO

newapollo · Answer

Hi again&nbsp;BirmikYou have been confusing the V6 box and the tivo boxes.&nbsp;It very much seems like your box was the V6 box (now migrated to a 360 with the software update) , and you daughters is the older tivo box.&nbsp; As such your daughters box won't have the install now app and it needs to be swapped out for the new TV360 box that you received.Switch off the tivo box in your daughters room and unplug it, and replace it with the new 360 box.&nbsp;There's a video on you tube that shows you how to install the new box&nbsp;&nbsp;https://www.youtube.com/watch?v=KruQsQbPMsw&nbsp;Start the video from 1 minute 58 seconds in, and follow the instructions&nbsp;You can also follow the instructions from page 18 of the following online manual&nbsp; nstead if you find that easier.&nbsp;https://assets.virginmedia.com/resources/pdf/TV360.pdf&nbsp;

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Virgin media 360 upgrade

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