Account issue error M63

[timo91]

Recently downgraded package to Fixit TV and 1 Gig BB. I think the changes came into effect today.

Router arrived today and is installed and running fine.

Problem is with TV. It tells me "You have recently had an issue on your account... call us on UNKNOWN" The error is M63.

Trying to access on demand or Apps gives a similar error with lots of mentions of "UNKNOWN".

Can bring up the tv guide but nearly all is greyed out - specifically the free to air channels that I should get. The only channels that appear to be available are ITV1 and Channel 4!

When I look at the Status page it tell me about a Disney+ problem and a red button problem in my area. I doubt that is related.

What to do? I have rebooted the V6 but still the same.

[japitts]

M63 is an account-related error, and if you've changed package I'll wager one of your account codes has gone awry. And you're right - the Disney+ entry on the status page is high-level, generic & nothing to do with this.

There's 2 "prods" you can try giving your V6.. 1: Home > Help & Settings > Settings > Network. When was the last successful connection on the LHS? Try a manual connection via "connect to VM services" at the bottom if necessary.

2: Home > Help & Settings > Help > TV Care > I'm missing some channels.

If these two fail, the chances are your issue is account-specific and only by calling in (or waiting here for staff to respond) will this get resolved.

[timo91]

Thanks very much @japitts. Last connection showed as 14.24 today.

I ran through the manual connection and it connected. It is now connected but still the same error/problem.

When I tried to go to Help it gives me the M63 error.

[japitts]

Aye, this problem is account related. Either wait for VM to respond on here (might be a couple of days) or call in.

[timo91]

Thanks mate, will wait for a response from Virgin here as I haven't the patience to sit in a phone queue!

[timo91]

UPDATE: spent some time on Chat and they are sending an engineer out. That seems nonsense to me as why should there suddenly be a fault with the V6 box coincident with the change of TV packages on my account?!!

Looking at System Info it says: "Virgin Media Account Status: 8 Closed. Call 150 from your Virgin phone". I told them that but they say there is a fault at my end.

We shall see.

[japitts]

I hope I'm wrong, but I wouldn't bet against this being TV360 related. I'll explain...

TV360 is VM's newest SW platform, which supercedes TiVo/V6 but for now remains entirely voluntary. There are substantial differences between TiVo/V6 & TV360, but that's another argument for another day - I certainly wouldn't recommend anyone makes the change without at least a little research into the pros & cons.

Many people choose (or are induced/offered) to convert to TV360 at the same time as a package change. I'm reading here, that you've changed your package and now have an account-related error on your V6. The error code that others who've chosen a conversion sometimes get, are different to M63... but I wouldn't bet against this. "Virgin account status closed" rings alarm bells. If you're happy with your V6, then just be aware of a possible "did you want an upgrade" conversation happening...

I hope I'm wrong.

[timo91]

I looked into 360 some months ago (when we were considering Sky Glass) and decided against. Nothing in the package details section of the account suggests 360.

We shall see. Complicating things slightly is that there are two coincidental changes here: me installing the new 1gig router and them (supposedly) activating the new tv package, both happening on the same day. I could plug the old router back in and see if that is the cupprit but I doubt it will work on the 1Gb service.

[timo91 · Accepted solution]

RESOLVED

As suspected Virgin c#cked it up at their end. They deactivated the wrong V6 box!

When chatting with them about downgrading our package they specifically asked for the serial number of the box we were keeping, but then went and deactivated it!

Engineer swapped box from bedroom and it works fine.

Okay, people make mistakes, but the support guy on chat should have picked this up instead of sending an engineer.

Problem now is that we want to keep the recordings on the deactivated box so have to get them to activate it and deactivate the one currently working. What are the chances we end up with two deactivated boxes!