S101 error code, stuck on 16% channels uploaded

[jim1973]

I was wondering if anyone at Virgin can shed any light on this issue I'm having, it might not be as straight forward as it seems. Woke up yesterday and the box was stuck at 16% uploaded channels when switched on. I've looked at previous posts on this forum and checked all the leads , connections etc. and have unplugged , in fact I left it unplugged all last night but alas same problem today.

It occurred to me that I was out of contract recently and got a new deal sorted out on Monday, after about 45 minutes on the phone, and now I'm wondering if they've cancelled this particular box (we have two) as part of the new deal. Seems very coincidental to me that this problem suddenly sprang up so really after any advice , would this kind of error be typical of this situation ? Trying to get as much detail/info as possible before I inevitably have to make another phone call. Many thanks, Jim..

[newapollo · Accepted solution]

Hi Jim,

Swap the boxes around since you have more that one. If the currently working box continues to work in the location where the non-working box is, and the non working box still doesn't work in the other location then that would seem to confirm that the second box has been deactivated and you would need to chat to regrades/the team  you spoke to on Monday.

At a guess I would say you were on either the Ultimate Volt or Ultimate Oomph packages which have been discontinued and replaced with the Mega Volt package - this only includes one set top box (a first additional set top box would cost an extra £10 per month, and a third an extra £5 a month). Also since 1st September TNT Sports is no longer included in any package and can only be added as an extra, normally an additional £18 per month although some posters have indicated they have been able to add it for an extra £10 per month.

[jim1973]

Many thanks for the reply Dave, much appreciated. I had thought about switching the boxes over but wasn't sure if the boxes needed to stay in the same place they were originally set up. I'm not the best at this sort of thing its fair to say 🙂 Thanks again and I will try it out, Jim. 

[jim1973]

A quick update on this situation. Switched the boxes around and the one that was faulty is now fine but the one that was fine is now faulty. Must be something to do with the outside cable I'm thinking, as it's not the boxes. .

[ozsat]

There is usually only one cable to the house so if swapping the boxes over it is more likely a problem with a cable in the house.

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@jim1973 wrote:

A quick update on this situation. Switched the boxes around and the one that was faulty is now fine but the one that was fine is now faulty. Must be something to do with the outside cable I'm thinking, as it's not the boxes. .

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[Sabrina_B]

Hi @jim1973 👋.

Thanks for reaching back out to us, apologies that the box replacement have not met your expectations, we would like to assist you by bringing you into a private message to go through some details and resolve.

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina