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toonbear's avatar
toonbear
On our wavelength
7 months ago

V6 box upgrade crashing multiple times

Help please. We upgraded 2 weeks ago to 360 and the second box in the upstairs bedroom crashes constantly since the upgrade. 3 times last night in a 2 hour show. Switched off at wall and rebooted. Cables all rechecked. Just gone off again this afternoon. No issues before upgrade. Using v6 box upstairs and downstairs. Main box has no issues

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  • toonbear's avatar
    toonbear
    On our wavelength
    7 months ago
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    Crashed twice tonight since I posted about 3 hours ago. This "upgrade" is proving to be crap. We didn't have any issues for years and now we can barely watch the TV for two hours without it crashing and having to reboot

    • newapollo's avatar
      newapollo
      Very Insightful Person
      7 months ago
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      Any box that keeps rebooting generally needs replacing.

      It probably won't remedy the issue but have you tried a factory reset?

      To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

      Keep Recordings
      Format Disk

      Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

      If that doesn't work then you should call  150 from a Virgin landline, or 0345 454 1111 from any other phone and select option 2 (Faults) 

      When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

      Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

      • toonbear's avatar
        toonbear
        On our wavelength
        7 months ago
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        Tried the reset option, but hasn't made any difference. Engineer visit arranged 

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Help please. We upgraded 2 weeks ago to 360 and the second box in the upstairs bedroom crashes constantly since the upgrade. 3 times last night in a 2 hour show. Switched off at wall and rebooted. Cables all rechecked. Just gone off again this afternoon. No issues before upgrade. Using v6 box upstairs and downstairs. Main box has no issues

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Help please. We upgraded 2 weeks ago to 360 and the second box in the upstairs bedroom crashes constantly since the upgrade. 3 times last night in a 2 hour show. Switched off at wall and rebooted. Cables all rechecked. Just gone off again this afternoon. No issues before upgrade. Using v6 box upstairs and downstairs. Main box has no issues

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We upgraded 2 weeks ago to 360 and the second box in the upstairs bedroom crashes constantly since the upgrade. 3 times last night in a 2 hour show. Switched off at wall and rebooted. 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Crashed twice tonight since I posted about 3 hours ago. This \"upgrade\" is proving to be crap. We didn't have any issues for years and now we can barely watch the TV for two hours without it crashing and having to reboot

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Crashed twice tonight since I posted about 3 hours ago. This \"upgrade\" is proving to be crap. We didn't have any issues for years and now we can barely watch the TV for two hours without it crashing and having to reboot

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Any box that keeps rebooting generally needs replacing.

It probably won't remedy the issue but have you tried a factory reset?

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

If that doesn't work then you should call  150 from a Virgin landline, or 0345 454 1111 from any other phone and select option 2 (Faults) 

When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

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Any box that keeps rebooting generally needs replacing.

It probably won't remedy the issue but have you tried a factory reset?

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

If that doesn't work then you should call  150 from a Virgin landline, or 0345 454 1111 from any other phone and select option 2 (Faults) 

When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

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Tried the reset option, but hasn't made any difference. Engineer visit arranged 

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Tried the reset option, but hasn't made any difference. Engineer visit arranged 

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