Trying to complete 360 software upgrade

[Covcityfc1987]

Hi I have a v6 box and I have tried to pair my new 360 remote following a few instructions but the tv shows no signal,I have rebooted the v6 box several times but still no signal?

[newapollo]

Hi Covcityfc1987 

Sorry to see you are having problems migrating to the 360 platform.

Are there any lights showing on the front of the box?

Did you reboot using the on/off rocker switch on the back of the set top box?

Have you tried turning it off at the wall socket and leaving it for a couple of minutes?

[roy247]

Is the no signal relating to your internet connection or your TV connection.

Did the 'update' work apart from the remote.

[Steven_L]

Hey Covcityfc1987,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your 360 software upgrade. 

I can see that you have had an engineer visit since you last posted and this has been completed now. Have all of your issues now been resolved with the visit?

Kind Regards,

Steven_L

[Covcityfc1987]

The light  was orange,rebooted rocker switch. Virgin Engineer visited and said it was the HDMI lead faulty but was ok with the V6,swapped the lead it worked initially then later on switched TV on no signal again,Engineer returned pressed button on front of v6 box fine know but took 5 days.Virgin tech support told me I would get £6 per day for inconvenience but they have only offered me £18,but should be £30.ive been a customer with Virgin for many years,I won’t be recommending Virgin,very poor customer service 

[Covcityfc1987]

Tv

[Ashleigh_C]

Thank you for popping back to us @Covcityfc1987 

I am glad to hear that this has now been resolved though I am sorry that this took 5 days to resolve. The Auto Compensation Scheme does not apply to TV services but if the team did offer to apply this anyway that's great. It is assessed after 48 hours of loss of service so if the service was down 5 days, the days assessed would be 3. This would be a total of £18 as the team have advised. Again, the scheme does not typically cover TV service but the team may offer to apply the credit as a goodwill gesture. If it was assessed as a loss of service with the Automatic Compensation Scheme the correct amount would be £18. 

You can read more about this online here.

[Covcityfc1987]

Your link said after 48 hrs I would receive £9.76 p/day which calculates to £29.28 not £18?

it’s all sorted know and I have received the amount I’m happy with.

[Ashleigh_C]

As stated @Covcityfc1987 the automatic compensation is for Broadband and landline only, so the offer of £6 would have been a goodwill gesture from our teams.

I am glad to hear that you have been able to sort this with the team however and they have arranged a suitable resolution.