General : Virgin TV 360 users (Horizon)

[fox35]

Originally Posted by jfman

I’m sceptical if this post is true.

Wow. You think Im lying?
My 2 failed updated Arris V6 boxes are to be replaced today with new Humax 360 boxes. FACT.
Other people on the other forum with "updated" Arris V6 boxes have also had their boxes replaced with Humax 360 boxes. FACT.
This is also confirmation of a wider compatibility problem of the Arris V6 boxes not able to function with the 360 update, as I was informed by a senior 360 tech advisor yesterday. FACT.
I suspect future 360 updates to the V6 boxes via the app and software download will be scaled back or halted.
Sorry you feel sceptical about my info. I posted to warn and update others who were thinking of updating their current V6 boxes.

[heero_yuy]

If it aint broke, don't fix it.

Our V6 works fine.

[spiderplant]

Originally Posted by fox35

Wow. You think Im lying?

It might help if you told us what faults your boxes have. Your only posts seem to be complaining about the functionality (so obviously your boxes have updated to the TV360 software correctly).

Also, what happened to "My 2 360 boxes are due to be changed back for V6s within the next week, thankfully"? Why are you now getting two Humax boxes?

[fox35]

Originally Posted by spiderplant

It might help if you told us what faults your boxes have. Your only posts seem to be complaining about the functionality (so obviously your boxes have updated to the TV360 software correctly).

Also, what happened to "My 2 360 boxes are due to be changed back for V6s within the next week, thankfully"? Why are you now getting two Humax boxes?

That was correct.
After my constantly complaining to customer services for 3 weeks, along with other people who took the upgrade, I was originally and incorrectly told my boxes were to revert back to their original V6 operation. I was later told that was not possible.
The known faults on the Arris ex-V6 boxes is with the downloaded 360 4.28 software version. This includes picture freezing on recorded playback, box randomly playing catch-up material without notice, pixelation, sound drop-outs, epg not populating, slow sluggish menu operation and box generally freezing.
VM are fully aware of these bugs which are effecting the upgraded Arris V6 boxes only. The newly installed Humax boxes are not effected as far as I am aware. My whole account is changed over to 360, not just the boxes, which is why I am not able to switch back to V6 after I was told I could. The V6 Tivo software is permanently wiped from the box after upgrade, so the only alternative is new install of 360 Humax boxes.
I have been passed from pillar to post by unhelpful and poorly knowledgable customer service assistants telling me incorrect information and to just perform box reboots, but all to no avail.
I believe the known issues with the V6 upgrades have not filtered down to the general customer service assistants from the specialist 360 team.
It wasn't until last evening that the 360 senior tech advisor gave me the correct information about the known software issues with the Arris boxes and so arranged my 360 Humax box swap with self install.
There are whole threads on this issue on the VM help forum.
Regards.

[Mad Max]

Originally Posted by fox35

That was correct.
After my constantly complaining to customer services for 3 weeks, along with other people who took the upgrade, I was originally and incorrectly told my boxes were to revert back to their original V6 operation. I was later told that was not possible.
The known faults on the Arris ex-V6 boxes is with the downloaded 360 4.28 software version. This includes picture freezing on recorded playback, box randomly playing catch-up material without notice, pixelation, sound drop-outs, epg not populating, slow sluggish menu operation and box generally freezing.
VM are fully aware of these bugs which are effecting the upgraded Arris V6 boxes only. The newly installed Humax boxes are not effected as far as I am aware. My whole account is changed over to 360, not just the boxes, which is why I am not able to switch back to V6 after I was told I could. The V6 Tivo software is permanently wiped from the box after upgrade, so the only alternative is new install of 360 Humax boxes.
I have been passed from pillar to post by unhelpful and poorly knowledgable customer service assistants telling me incorrect information and to just perform box reboots, but all to no avail.
I believe the known issues with the V6 upgrades have not filtered down to the general customer service assistants from the specialist 360 team.
It wasn't until last evening that the 360 senior tech advisor gave me the correct information about the known software issues with the Arris boxes and so arranged my 360 Humax box swap with self install.
There are whole threads on this issue on the VM help forum.
Regards.

Is that you, Richard...

[jfman]

Originally Posted by fox35

Wow. You think Im lying?
My 2 failed updated Arris V6 boxes are to be replaced today with new Humax 360 boxes. FACT.
Other people on the other forum with "updated" Arris V6 boxes have also had their boxes replaced with Humax 360 boxes. FACT.
This is also confirmation of a wider compatibility problem of the Arris V6 boxes not able to function with the 360 update, as I was informed by a senior 360 tech advisor yesterday. FACT.
I suspect future 360 updates to the V6 boxes via the app and software download will be scaled back or halted.
Sorry you feel sceptical about my info. I posted to warn and update others who were thinking of updating their current V6 boxes.

I still doubt a “senior 360 tech adviser” would be so open and honest with a lowly customer.

[RobboEdin]

Originally Posted by jfman

I still doubt a “senior 360 tech adviser” would be so open and honest with a lowly customer.

... and I think it’s fake news, given what BlueLou, the person policing the community forum board, has said today:

“ We know it's a small minority of customers that are seeing the issue and we're almost certain as to how it arises now.”

[djs9750]

Originally Posted by fox35

That was correct.
After my constantly complaining to customer services for 3 weeks, along with other people who took the upgrade, I was originally and incorrectly told my boxes were to revert back to their original V6 operation. I was later told that was not possible.
The known faults on the Arris ex-V6 boxes is with the downloaded 360 4.28 software version. This includes picture freezing on recorded playback, box randomly playing catch-up material without notice, pixelation, sound drop-outs, epg not populating, slow sluggish menu operation and box generally freezing.
VM are fully aware of these bugs which are effecting the upgraded Arris V6 boxes only. The newly installed Humax boxes are not effected as far as I am aware. My whole account is changed over to 360, not just the boxes, which is why I am not able to switch back to V6 after I was told I could. The V6 Tivo software is permanently wiped from the box after upgrade, so the only alternative is new install of 360 Humax boxes.
I have been passed from pillar to post by unhelpful and poorly knowledgable customer service assistants telling me incorrect information and to just perform box reboots, but all to no avail.
I believe the known issues with the V6 upgrades have not filtered down to the general customer service assistants from the specialist 360 team.
It wasn't until last evening that the 360 senior tech advisor gave me the correct information about the known software issues with the Arris boxes and so arranged my 360 Humax box swap with self install.
There are whole threads on this issue on the VM help forum.
Regards.

Could i ask a question about this please. When you say your 2 V6 boxes are being replaced, are you receiving a main box and a mini box or two with HDD?

[fox35]

Originally Posted by RobboEdin

... and I think it’s fake news, given what BlueLou, the person policing the community forum board, has said today:

“ We know it's a small minority of customers that are seeing the issue and we're almost certain as to how it arises now.”

I also have been in private messaging with BlueLou along with others. BlueLou has been accessing our boxes and recording diagnostic info and passing it onto the 360 team, hence the feed back I got.

[Mad Max]

Originally Posted by fox35

I also have been in private messaging with BlueLou along with others. BlueLou has been accessing our boxes and recording diagnostic info and passing it onto the 360 team, hence the feed back I got.

[RobboEdin]

Originally Posted by fox35

I also have been in private messaging with BlueLou along with others. BlueLou has been accessing our boxes and recording diagnostic info and passing it onto the 360 team, hence the feed back I got.

I don’t dispute that. I simply quoted him and, in my opinion, Virgin Media are far away from giving up on over the air upgrade to TV 360.

[fox35]

Originally Posted by RobboEdin

I don’t dispute that. I simply quoted him and, in my opinion, Virgin Media are far away from giving up on over the air upgrade to TV 360.

I think you're right too, although I believe they may well have to tweak their software version for the Arris boxes for it to be successfully updated correctly without side effects.
I was only repeating the opinion of the 360 technical advisor who called me, which I also believe is not the "official" line of VM.
BlueLou over on the official help forum has been remotely accessing info from my V6 boxes, and others, and passing it on for the 360 tech specialists, so hopefully a tweak is imminent.
Also, my 2 promised replacement Humax boxes were not delivered yesterday as I was promised, fingers crossed for today but still no confirmation from Yodel. I will let you know.

[Topgun]

Originally Posted by jfman

I’m sceptical if this post is true.

Not wishing to get dragged into a debate here but I fail to understand why fox35 would go to the trouble of posting such detailed false information on here. What on earth would he achieve by doing that?
Anyway, putting that to one side, I'd just like to thank everyone who has taken the trouble to post on this subject. As someone on the Ultimate Oomph package, I was looking forward to upgrading to 360 as soon as I was allowed to. Having read the input on this forum, I shall definitely be holding off and awaiting further developments.
Just another example of the invaluable information to be gleaned from this forum. I really don't know how the VM customers not on here manage to survive!
Merry Christmas all...

[Cheile48]

Originally Posted by Topgun

Not wishing to get dragged into a debate here but I fail to understand why fox35 would go to the trouble of posting such detailed false information on here. What on earth would he achieve by doing that?
Anyway, putting that to one side, I'd just like to thank everyone who has taken the trouble to post on this subject. As someone on the Ultimate Oomph package, I was looking forward to upgrading to 360 as soon as I was allowed to. Having read the input on this forum, I shall definitely be holding off and awaiting further developments.
Just another example of the invaluable information to be gleaned from this forum. I really don't know how the VM customers not on here manage to survive!
Merry Christmas all...

I'm on Ultimate Oomph too and I completely agree.

[KillerCroc1]

Got the 360 remote today the upgrade was as simple as you could imagine the remote is fantastic the new UI is impressive and super quick I'm surprised the voice feature understands Scottish �� V6 box now updated to virgin 360 can't complain