on 08-08-2021 20:08
Hi
I had my box set up for a few months now. Suddenly I have a message saying the cables need checking as it's not in the back of my TV box with the error code of s310.
I followed everything asked of me on the assist, the faq etc. I even went through the chat facility to be told that a technician would be in contact with me.... that never happened. I have not had any TV for nearly 3 weeks.
Again I tried today and the chat hangs. I have checked the wires, the Internet, fault checker etc.
All I want is am engineer to help so how do I get one? 😫 please ???
on 08-08-2021 20:16
Do you have a V360 or a V6 by any chance? If you're not sure, check here
You've posted in a board primarily used for broadband queries - not a problem, we can move it - but let's check at the outset.
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on 08-08-2021 20:43
Thanks.
It's the v6.
I tried the link etc but it keeps coming up with the same error s310
on 08-08-2021 21:04
Lovely - I've moved your post to the V6 board for TV queries. @Derek5714 to make sure you pick this up.
All VM TV boxes need 2 connections...
1: The co-ax cable for live TV signals.
2: An internet connection - via your homehub - for OnDemand, streaming and all online updates. This can be either an Ethernet cable or wireless - which do you have?
Are both of these connections present? Co-ax needs to be finger-tight, is it?
For the internet, follow Home > Help & Settings > Settings > Network, and check the box reports connected in the top-right.
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on 08-08-2021 21:17
on 08-08-2021 21:24
There's your problem - a V6 box needs to use a Virgin Media broadband connection, if you're connecting it via another ISP that's at least one cause of your issues.
You need to connect your V6 to your VM Superhub. I'm hoping you have one.
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on 08-08-2021 21:26
on 08-08-2021 21:37
Well if your V6 has worked via a Sky modem, then you've been incredibly lucky, AFAIK several of the back-end functions are only accessible from a VM connection.
All the same - that's the cause of your issues and there's no point booking an engineer until you connect your V6 to a Virgin Media connection. It's not supported over other ISPs, and any VM engineer will confirm that's at least the first step to fixing this. Even if it doesn't resolve the immediate issue, it's the next course of action.
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on 08-08-2021 21:38
on 08-08-2021 21:44
You don't need an engineer to resolve this issue.
You need to connect your V6 using your Virgin Media hub rather than your other connection.
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