Forum Discussion

ghirl7's avatar
ghirl7
Tuning in
2 months ago

All recordings deleted

Hi, we’ve just come back from holiday & all of our recordings have vanished. I tried a factory reset and it did an update but recordings still missing.  I can pause live tv, any help please? 

Thanks 

4 Replies

  • roy247's avatar
    roy247
    Hero
    2 months ago

    If the 360 has deleted your recordings and any planned recordings it's a good sign that the box is faulty.

    Did you you select the keep recordings option when you did the factory reset, if you didn't the hard drive will have been reformatted and then no chance of retrieving anything.

    You can try calling 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.

    Make sure the Auto delete option is set to off, it probably already is and shouldn't affect any planned recordings but you can check by doing the following;

    Press Home > Recordings > Recorded > View All > Manage Storage > Enter your pin > Auto delete when space needed > Set to Off.

     

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 months ago

    Hi ghirl7 

    Thanks for posting and welcome back to the community. Sorry to hear of the recording issue. If they have vanished, there's no way to retrieve them sadly. 

    Do you know if the box has had a software or firmware upgrade recently that's accidentally caused this at all?

    Best,

    • ghirl7's avatar
      ghirl7
      Tuning in
      2 months ago

      Yeah I did select keep recordings option when I did the factory reset. I did notice when I turned on the box in my bedroom a message flashed up saying update complete, so possibly this that has caused it. Really annoying as I had a lot of recordings and now I can’t get them back! 

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        2 months ago

        Thanks for getting back to us ghirl7 👋 our sincerest apologies that this happened!

        As my colleague John has advised, sadly once recordings have been deleted there's no way of retrieving them. 

        Hopefully it doesn't happen again but if you can please try making some more recordings and let us know if you have any further issues? This can indicate an issue with the hard-drive on the TV box. 

        Thanks for your patience in the meantime, we appreciate this isn't ideal! Please let us know if there's anything further you need our help with. All the best. 🌞