Forum Discussion

keithyboy's avatar
keithyboy
Tuning in
8 months ago
Solved

360 box - no planner, recordings, apps

My 360 box has been misbehaving since last night.

The planner won't load, my recordings have all vanished, and the apps won't load. My broadband appears to be fine, and the apps are all working on my telly.

It's been turned off and I've reset my hub to no avail. Any ideas?

  • Carley_S's avatar
    Carley_S
    8 months ago

    Hi keithyboy 

    Welcome back to the community forums 

    Sorry to hear of your concerns with your set top box not showing some of it's features. 

    We can see on the systems at our side that you've since been in touch and there was actions made towards investigating this further. Please do let us know if you're having any further or ongoing issues as of today and we can support you here should you need. 

  • roy247's avatar
    roy247
    Superstar
    8 months ago

    How's the 360 connected to your hub, ethernet cable or wi-fi, have you checked the hubs connection to the 360 by going to Settings > System > Diagnostics.

     

  • keithyboy's avatar
    keithyboy
    Tuning in
    8 months ago

    The diagnostic check shows no issues. My broadband speed is spot on, and all of my channels are there. Still no guide, apps, or recordings.

    • roy247's avatar
      roy247
      Superstar
      8 months ago

      Have you checked your Service Status if that shows nothing you could also try the automated Service Status number  0800 561 0061 which often gives details of more local issues down to postcode level.

      If both of those show nothing you could try a factory reset if you haven't already tried that, go to Settings > System > Factory Reset

      It's 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 none of the above helps 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.

    • Carley_S's avatar
      Carley_S
      Forum Team
      8 months ago

      Hi keithyboy 

      Welcome back to the community forums 

      Sorry to hear of your concerns with your set top box not showing some of it's features. 

      We can see on the systems at our side that you've since been in touch and there was actions made towards investigating this further. Please do let us know if you're having any further or ongoing issues as of today and we can support you here should you need. 

      • keithyboy's avatar
        keithyboy
        Tuning in
        8 months ago

        I did a factory reset before an engineer's visit. It fixed the issues but my recordings never came back. It's worked OK since.