V6 Box Delete Everything - Going Round in Circles For Hours!

[miserablegit]

As the title says.

I had already manually deleted all recordings, list of recently deleted recordings, favourites (channels), series link+s. Then more than 4.5 hours ago I went into Help & Settings > Clear or Reset set top box > Clear & delete everything and set it going after pressing 'down vote' three times and 'LastCh' on the remote as instructed.

Both the box and user manual says this process "takes about an hour to complete", however it is still ongoing! The system appears to cycle through:

• "🕔 Starting up..." screen [35 seconds]
• "Deleting everything. Sit tight, this could take about an hour." screen [2 seconds]
• <off> [15 seconds]
• "Welcome/Bienvenue/Willkommen/..." screen [51 seconds]
• <off> [13 seconds]

But occasionally a screen with an animated down arrow will show up too.

What is going on?

[roy247]

You need to read the sticky  at the top of V6 forum.

You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 From any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

[miserablegit]

I followed to the letter the instructions on screen and in the user manual! Why on earth put instructions on a forum people visit only when there's a problem and not through a firmware update on the box and an emailed addendum to the user manual???? VM email me day and night with unwanted guff but not with something actually informative. Pathetic!

My contract and service ends on 29 December 2023 (i.e. midnight/tomorrow) so I'm guessing it doesn't matter anyway. Just as long as I don't get charged for returning a box that doesn't work!!!! As I said, I followed to the letter the instructions on screen and in the user manual!

[roy247]

Have to agree in some way as most people's first visit to the forum is when they have a problem.

[nodrogd]

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@miserablegit wrote:

I followed to the letter the instructions on screen and in the user manual! Why on earth put instructions on a forum people visit only when there's a problem and not through a firmware update on the box and an emailed addendum to the user manual???? VM email me day and night with unwanted guff but not with something actually informative. Pathetic!

My contract and service ends on 29 December 2023 (i.e. midnight/tomorrow) so I'm guessing it doesn't matter anyway. Just as long as I don't get charged for returning a box that doesn't work!!!! As I said, I followed to the letter the instructions on screen and in the user manual!

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It's a known bug with the latest firmware. You are likely to need a box replacement. Sending out an email amendment would have to be a manual process. When you consider that there are still around 2 million customers with V6 boxes its not going to happen.

[Ilyas_Y]

Hey there @miserablegit Thanks for reaching out to us on the Virgin Media forums,

We're sorry to hear you're planning on leaving us.
When returning the kit, as long as the process is all right - our depot centre will scan this in and it will remove any changes added to the final bill.

I hope this clarifies.

Kind regards,
Ilyas.

[japitts]

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@miserablegit wrote:

VM email me day and night with unwanted guff but not with something actually informative.

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One person's information is another person's spam.

Emailing customers en-masse with details of bugs or faults that may not affect them, could also be seen by some as spamming. VM are between a rock & a hard place here, and there will always be someone upset with whatever course of action they choose..