New v6 box won't link up with account

[Junkysheep]

I have not had television for over a week as my v6 box has died (customer service guy thinks mother board went) so after numerous issues with yodel (🤯🤦‍♀️🤬) the new box finally arrives. My children and I are delighted after lockdown and no telly... But the thing will not retrieve my account details. I have error message cs1012

Virgin have run tests but nothing and told me to wait 4 hours. I cannot see them doing anything else. Any help would be really appreciated. Desperate mum who needs working telly lol 

[Ernie_C]

You have been sent a TV 360, instead of a V6. They look the same.

Unfortunately, the box won’t work as your account thinks you have a V6.

You will need to get Virgin Media to either send you a V6 or change your account to reflect you have a TV 360.

[japitts]

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@Ernie_C wrote:

You will need to get Virgin Media to either send you a V6 or change your account to reflect you have a TV 360.

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And if you go the 360 route, be aware it's a completely different software platform to TiVo/V6 and you can't easily change back if you decide to.

In time, more TiVo/V6 users will get the Horizon system but for now it's different. Not necessarily better or worse, but please don't just ask for 360 without being aware of what it entails.

[Junkysheep]

Thank you. I did have a tivo v6 box and it died so they have sent another box.