Cannot upgrade second box, error TM4/15/10-0-100155

[thfcbruce]

I have successfully requested an upgrade of my box to Virgin 360. The new remote is on its way. However, when I try to request an upgrade of my second box, it fails with "We couldn't process your order", a link to the VM website, and an error code TM4/15/10-0-100155. I spoke to support over Whatsapp, took over two hours, most of the time spent waiting for a reply, only to find out they could not help, and that it would cost me £185 to do this. I said no, it is a free upgrade, and the first one went through okay, with a confirmation email saying the upgrade was free. So, I had spent all morning waiting on and speaking to the wrong people. Horrendous experience.

So, would anyone know about this error code, or have any suggestions? I have restarted the box, with it unplugged for over five minutes, still no joy.

Many thanks.

[newapollo]

Hi @thfcbruce 

It sounds like you have either two V6 boxes, or one V6 box and a tivo box.

You would only need to request the upgrade once on the original box that you placed the order.

TV 360 cannot be run in conjunction with any other VM set top box, so when you placed the original order it should have signalled VM's internal systems that you have two boxes. This should automatically result in either two TV360 remotes being sent out if you currently have two V6 boxes, or if you have both a tivo and a V6 box then a new TV360 remote would be sent out for use with your current V6 box, and also a box swap for the tivo to a mini TV360 box and TV360 remote.

V6 boxes are automatically migrated over the air around 5 days after you receive the remote(s) unless you perform the migration yourself before then.  The hard drives on the V6 boxes are formatted as part as part of the process of installing the horizon (TV360) operating system so you lose all of your recordings and series links, so it's a good idea to make a note of them before migrating. With two  converted V6 boxes you retain the hard drives on both boxes going forward for recording purposes.

If you currently have a V6 and a tivo box then the V6 box will be migrated across to TV360 as indicated above and that will act as the master 360 box going forward and all your recordings will be made on that hard drive.  The tivo box would be swapped out for a TV360 mini box which is half the height of the V6 box as it doesn't contain a hard drive.

[thfcbruce]

Thank you! I have two identical V6 boxes. So it looks like that when I did the first one, then it effectively did both of them, which is why the second one did not complete.

I'm aware that everything currently will be lost, and yes, I have noted everything. I took photos of my recording list and series links. 

Great advice, and thank you ever so much for the detailed reply, most useful.

[Molly_T]

Hi thhfcbruce 👋 Welcome back to the community forum! Thanks for posting and to the community for offering their advice. 

Sorry to hear about the issues upgrading your TV boxes to TV360. It would be best if we take a look at the account from our side to see what's happening and offer further support. 
We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Matthew_ML]

Glad this has now been resolved for you.