360 upgrade problems

[HadEnoughOfVM11]

This is doing my head in.

Received a replacement V6 box yesterday (as old V6 has had the green screen error message twice & wiped all recordings) & new 360 remotes to upgrade to 360. 
Yesterday we replaced old V6 for new V6 & everything was fine except there was no 360 app to upgrade to 360 on the Home page.

Called virgin tech team who ran tests & said they couldn’t do anything but in doing so have now disconnected all of the on demand & app services. Have been told that a back office support team might phone back in 3 days. This doesn’t sound very hopeful & we’re now left in a worse position than before I phoned the tech. 

I’ve had enough of VM & their lack of helping  loyal customers who pay over £100/month for appalling customer service.

[elmo360]

Hello - sorry you have had this experience. I will investigate this - to confirm, the upgrade app is not showing in your "Apps and Games" section on your TV box? Thanks, Lewis. 

[HadEnoughOfVM11]

Thanks for your reply. Yes, that’s correct - no 360 upgrade App within the Home section nor any on demand or App connection. It says connection has not been set up correctly. Error code M63. 

[elmo360]

Hi - I believe somebody has been in touch to resolve this issue. Apologies you had this experience - but hopefully now you can enjoy your new TV experience. Thanks, Lewis.

[HadEnoughOfVM11]

Yes, thank you Lewis. Nigel phoned me & sorted it all out. He was amazing. It’s a shame it took so long to be connected with the correct tech person. It seems like things needed to be reconnected properly his end & rebooted. 
Are you able to make sure no one pulls the connection again & let the back office tech team know this is now resolved?

Thanks again

[Kath_P]

Hi HadEnoughOfVM11, 

Thanks for coming back to us on this one. We're happy to hear things are sorted for you now. 

Rest assured the connection won't be pulled again. If you have any further issues though, pop back and let us know so we can help further. 

Thanks, 

[HadEnoughOfVM11]

Less than a month after having issues with the installation of our 360 box & remotes, yesterday all of our recordings & scheduled recordings have been wiped off without us doing anything. This is extremely annoying especially after all the issues we've had with the initial installation. This has never happened with any of our old boxes. After a quick google search it seems to be that the box is faulty - is that the case or is it just an annoying thing that happens with the 360 virgin remote/box? Should I expect this to happen regularly from now on?

[HadEnoughOfVM11]

Less than a month after having issues with the installation of our 360 box & remotes, yesterday all of our recordings & scheduled recordings have been wiped off without us doing anything. This is extremely annoying especially after all the issues we've had with the initial installation. This has never happened with any of our old boxes. After a quick google search it seems to be that the box is faulty - is that the case or is it just an annoying thing that happens with the 360 virgin remote/box? Should I expect this to happen regularly from now on?

[roy247]

I would say definitely a faulty box, I've had 360 for 4 years and never had it delete recordings.

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 hopefully you should then be placed into a queue to speak to someone.

[Sabrina_B]

Hi @HadEnoughOfVM11 👋.

Thanks for reaching out to us, apologies for the issues that you have been facing with your 360 box. Can we ask the recordings are these the ones you have recently made using the 360 box, or recordings from the V6 just before you upgraded to 360?

Please let us know so that we can assist you more directly.

Sabrina