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360 upgrade failure

Richrandle
Joining in

Hi, I have just tried to upgrade my box to 360, but keep getting the following error:- TM419/10-1-200000.

can you please help?

5 REPLIES 5

John_GS
Forum Team
Forum Team

Hi @Richrandle 

Thanks for posting and welcome to the community. Apologies for the upgrade issue. Can you confirm if you've tried the below;
1.) Turn on all V6 boxes: take your current TV boxes off standby and check that they're connected to the Internet, ready to download TV 360.

2.) Pop the telly on: check that it's set to the correct Input and that Virgin TV is playing.

At this stage, there are two potential options for the next step:
3i.) Grab the old V6 remote: tap the Home button, select Sky Sports+ on Virgin TV 360 at the bottom or the Virgin TV 360 Free Upgrade box at the top of the TV screen.

3ii.) Grab the old V6 remote control: tap the Home button, select Apps & Games > All Apps > Upgrade To Virgin TV 360 Now.

4.) The "Upgrade now to Virgin TV 360" screen will appear. To proceed, select the top menu option, "Get Virgin TV 360"

John_GS
Forum Team


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Hi, i have followed these instructions and i am still getting the same error message when performing step 3ii. The screen says “We couldn’t process your order” and displays the error TM4/19/10-1-20000.

What can I do next?

Hey Richrandle, thank you for reaching out and I am sorry to hear this.

I've taken a look and it looks like you've spoke to the team, did they manage to sort this out for you?

Matt - Forum Team


New around here?

They are sending me a remote for 360, but is that going to fix the issue I have described?

H @Richrandle thanks for your reply.

It may well do, as at some point during the upgrade process you do have to action one of the next steps via the 360 remote, and if you've not got that to hand it can explain the error code.

If this is still happening once it's received then please let us know.

Many thanks

Tom_W