Forum Discussion

taz_nut's avatar
taz_nut
Joining in
23 days ago

All recordings disappeared!!

I have 2 x Tivo boxes in my home, 1 x 1008R-HD-VM and 1 x 1008C-STB-VM. Last night we attempted to watch one of the recordings on the 1st box and it wouldn't play. I turned the box off and back on and now all of the recordings have disappeared. This is on both boxes but I'm not sure if the STB box records or simply shows what's recorded on the other box.

Can anyone enlighten me as to whether these recordings can be somehow retrieved?

If not can someone from Virgin explain why this has happened because it is really frustrating as I had multiple recordings that we were looking forward to watching. Also, how can we know this won't happen again?

Cheers,

Ian.

 

 

 

  • japitts's avatar
    japitts
    Very Insightful Person

    Are you sure you have TiVo boxes? And not TV360?

    If you're not sure - check the photos on https://www.virginmedia.com/care/tv-fault/which-tv-box

  • You're correct japitts, they're TV 360 boxes, thanks for the link!!

  • Those are Humax 360 boxes, the 1008R-HD-VM is the 360 main box with hard drive and the 1008C-STB-VM is a 360 mini box with no hard drive.

    All the recordings are on the 360 main box with a hard drive, there are no actual recordings on the mini box but it should list the recordings on the main box and then you stream them to the mini box.

    If you can't see the list of recorded and planned recordings on the main box after you switched the box off and on it sounds like the hard drive has failed. Can you still stream the apps OK to check your network connection because the data is held on Virgins servers although the recordings are physically held on the box, only a small chance it might be your network connection but worth a try.

    You can also try pausing and rewinding some live TV which will check the hard drive.

     

  • Roy247, we were able to record programs yesterday and I can pause and rewind so I don't believe it is the hard drive. 

    I read that other people have had similar issues after a software upgrade?

    • roy247's avatar
      roy247
      Superstar

      If the 360 has deleted your recordings it's a sign that the box is faulty, especially if it does it more than once. 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.

      When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

      You could also try a factory reset of the 360, and if you haven't got any recordings you might as well go for the format disk option and if or 'when' the box deletes everything again then phone Virgin.

      They might suggest you set the Auto delete option to off, it probably already is and shouldn't affect 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.