TV box stuck in welcome

[SazzleDrew]

My new TV 360 box was installed in September. Today while streaming I noticed the box light blink amber a few times before remaining amber. Now the box is stuck in the welcome screen and does not respond to the remote.

I have rebooted my router, switched off and help + and power, removed the cables and waited. Nothing has fixed it.

[roy247]

If you have switched the 360 off either at the plug or the switch on the back of the box waited for a few minutes and it doesn't start up and you have checked all the connections then it's probably faulty.

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

[newapollo]

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@SazzleDrew wrote:

My new TV 360 box was installed in September. Today while streaming I noticed the box light blink amber a few times before remaining amber. Now the box is stuck in the welcome screen and does not respond to the remote.

I have rebooted my router, switched off and help + and power, removed the cables and waited. Nothing has fixed it.

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There isn't a Help button on the 360 remote, or on the older V6 remote.

If your box is stuck on the Welcome screen you should try the following

Try turning off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

If that doesn't work try then substitute the + (plus) button for the - (minus) button and try again.

You could also try the three fingered salute, which is switch off on the back of the box;  then on the front hold down the plus, minus and power buttons at the same time, and switch on again whilst keeping all three buttons pressed down.  When it restarts you might see a message it can't acquire the channels. If so press OK and let it restart again. 

[Matthew_ML]

Hey SazzleDrew, thank you for reaching out and a warm welcome to the community, I am so sorry you are having some issues with your TV.

Let me send you a DM and we will look into this.