Need help replacing a set top box

[Little_Wigan]

I've tried the online chat 3 times and had a WhatsApp message one occasion but no reply to that either.  My V6 box which has been on TV360 for a while isn't initialising the hard drive on boot. It's definitely hardware failure but I have tried a hard reset etc. I just need a replacement box sending out but I can't get any support. What are my options? 

[Kath_P]

Hi Little_Wigan, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with getting your box replaced. There would be some diagnostics required in order to check if it's something we can resolve. 

Checking things here, there isn't anything definitive coming up to suggest there is a fault with the hard drive. Due to this, we would need to look at booking an engineer to come and take a look at things for you. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_P]

Hi Little_Wigan, 

Thanks for sticking with me via private message. 

I'm glad we were able to get the engineer visit sorted for you. Let us know how the visit goes and if you need any further help or support - you know where we are. 

Take care,