V6 box won’t start

[Thommo14]

I experienced a broadband outage earlier and my V6 box restarted and performed an update. Now, it’s endlessly going through the restarting process and is stuck there. 

I have three lights flashing on the box (one being the power button).

I am aware there is an issue with the Clear and Reset function, but I did not manually invoke this.

I suspect all my years of recordings will be lost now. Great. 

I absolutely regret taking out a new contract with Virgin Media. 

[newapollo]

Hi Thommo14 

Try the following, it's worked for some forum members.

Turn off the V6 at switch;  then on the V6 box  hold down both the power button and the + button at the same time.

Then turn on the V6 again whilst keeping hold of those buttons for a further 30 seconds.

The box should reboot, the power button will turn blue, and it should  reset and boot up normally

[Thommo14]

Thanks for the suggestion, newappolo.

Not sure if I’m doing those steps correctly because I can’t get a blue light to come on. When I do the first step you suggested, the box starts up and is stuck there. 

[Thommo14]

Gave this another try and it worked!

The box is still acting a bit flaky. Not sure if that’s because it did a factory, but at least I have TV. Many thanks for your helpful suggestion. 

I am furious that the V6 did a factory reset and I lost years of recordings because of it. Same thing happened months ago with the Hub 3 I have. Rather worrying that Virgin Media’s reliability is getting worse. 

[Daniel_Et]

Hi @Thommo14, thank you for your posts.

We're glad to hear the suggestion provided by @newapollo worked, but we're sorry to hear about the poor experience you've had and that you feel this way about us 😔

When you state that the V6 box is still acting "a bit flaky", are you able to expand on this?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Thommo14]

Hi Daniel

When browsing some channels, the picture becomes pixelated for a few seconds, returns to normal and then goes back to being pixelated again.

I've also had a problem with setting series links for some shows. I checked Planned Recordings, but only the episode where I set the series link would be set to record. I resolved this by cancelling the series link and setting again.

Cheers

[Tom_W1]

Hi @Thommo14 thanks for your reply. 

So we have ran some checks on our side and there are no faults on the box currently or on the line. We do hope these issues have now resolved themselves but if not then please let us know.

Please also ensure the coax cable is secure too, as this could be a factor in the pixelating picture.

Many thanks