Replace 360 Box

[JohhnyMcG]

I wonder if anyone else is getting the runaround from Virgin Media about replacing the 360 box?

I used a Whatsapp chat with the service team and after a long discussion they agreed to send out a replacement 360 box with no charge and no engineer visit required.

Two weeks later a remote control unit only arrived!

I complained to Virgin Media and they said they had no record of sending out a replacement 360 box as agreed, although I have the full Whatsapp transcript and agent name.

I lodged a formal complaint and I am awaiting resolution.

Is this a common occurrence?

[roy247]

If you have a V6 box you don't get a replacement box the V6 receives a software 'update', the 'update' should either be on the Home page or is sometimes in the Apps.

If the 'update' has been sent to the box which is usually just after the remote has been sent, then it will automatically 'update' after around 5 days.

The hard drive will be reformatted so you will lose any recordings and series links, make a note of any series links and watch any recordings you still need to watch.

[newapollo]

Hi JohhnyMcG

Your post indicates that you are awaiting a replacement 360 box which suggests you already have one, and not a V6 box.

What is the actual issue with your current 360 box?

Please include any error messages and codes such as CS1011 Account retrieval error, CS6002 Can't find hard drive, also a description of the issues and what you've attempted to solve the issue. 

[JohhnyMcG]

The fault is problems with recording, fast forward and rewind of recorded programs 

Sometimes rebooting the 360 box works for a few days, then recording faults reappear

[roy247]

It's not the 'normal' to send replacement boxes out unless it's more convenient because they are busy, sending an engineer gets a quicker turnaround of the box and if there are any other problems they can be looked into.

Sounds like your hard drive is faulty, I would prefer to phone Virgin on 150 to report a fault than using WhatsApp or web chat, if you call Virgin choose the option to report a fault Virgin, then ignore all the options offered and you should then hopefully be placed into a queue to speak to someone.

The other option is to wait here for 2 to 3 days for one of the forum team members to respond.

Sorry I originally thought you had been told you would receive a new 360 box as part of the conversion from V6 to 360 and only received a remote, that's quite common.

[JohhnyMcG]

The problem with engineer visits is the threat of charging for the visit if fault does not show when they arrive and also a charge for missing the appointment.

I do not trust Virgin Media not to charge me regardless of outcome, unfortunately.

Also I was promised by the agent that a 360 box would be sent out free of charge and not a useless remote control which does nothing to sort out the recording problem

[roy247]

Has the box ever deleted your recordings and planned recordings.

[JohhnyMcG]

Recordings have not been deleted but planned recordings usually fail reported on screen as a technical error

[roy247]

Is that all it says ' technical error ' no error code.

From what you have said previously it sounds like a hard drive problem, if you pause live TV for a few minutes does it play, also you should be able to rewind any live TV you have been watching for more than 3 hours if you haven't changed channel.

[JohhnyMcG]

Some failed recordings mention power failure as well as technical error.

I can pause live TV but not rewind after leaving for some minutes.

It starts from live transmission time.