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TaniaB's avatar
TaniaB
On our wavelength
2 months ago
Solved

All Recordings Have Disappeared AGAIN

All of my recordings and planned recordings have vanished for the second time in a month, which is the amount of time which I have had this box. I've tried turning the box off and on again but I've been reluctant to do a factory reset as I don't have an option to keep recordings which it seems that other people do. I am so angry about this as I had no problems with my old tivo box in more than ten years and you forced me to switch to the new 360 one and now this had happened twice. I've tried calling but I just end up going around in circles with the options and it keeps asking me for my mobile number when all I want to do is talk to an actual person which you seem to have made impossible. Can anyone else help as they seem to be utterly useless?

disappear
recording
TV
Tv360
  • TaniaB's avatar
    TaniaB
    2 months ago

    An engineer came this afternoon, he checked the signal and replaced the faulty box with a new one. I don't know if it means anything but the light on the front is a different colour from the faulty one, it's now blue/white and on the faulty box it was green/yellow.

15 Replies

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 months ago

    This only usually happens when you migrate an existing well used TiVO V6 box to Horizon 360 firmware via an online updating process.

    Horizon operates on a centralised server based system designed to record to the cloud. So the recording list is held on the server, but the recording location (due to UK broadcaster agreements) is the Hard Disk in the physical box you have in your house. If there are issues with the Hard Disk, or there are communication issues between box & server you then get lost data. If you have the Virgin TV GO app installed on any of your devices, this can access the server recording list directly. If you can see your recordings via this method there is a communication error. If the recordings are gone then you have a Hard Disk or account problem. If it is the Hard Disk there is no option but to replace the box.

    • TaniaB's avatar
      TaniaB
      On our wavelength
      2 months ago

      I didn't have a tivo v6 box, I had one of the original tivo boxes from long before the v6 boxes existed. They sent me a brand new box 360 box to replace it which has a hard drive. I can't use the Tv Go app as it keeps saying I'm wrong and to put the recovery code in but when I do I just get rerouted back to the login page again.

      • roy247's avatar
        roy247
        Hero
        2 months ago

        The box you received was very possibly a refurbished box and not a "brand new" one. Not sure why you didn't have the "keep recordings" option if you have the box on the left in the picture below.

         

  • TaniaB's avatar
    TaniaB
    On our wavelength
    2 months ago

    It is the box on the left. I don't know why they would send me a refurbished box especially when it wasn't a like for like and it did still have the plastic film on the front of it.

  • TaniaB's avatar
    TaniaB
    On our wavelength
    2 months ago

    And now the recordings which I've had it make since yesterday won't play properly, I just get error CS2200 and the person I was speaking to in the messages has ghosted me.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Hi TaniaB​ 

      CS2200 is a known error which usually affects recordings and not live TV or catch up.  If you do have this error then does this affect all recordings or just certain ones? If just certain ones are there any specific programs or specific channels?

      Have you tried clicking on the online help for that issue <here> and following the instructions?  Doing so may order a tech visit for you.

      Do you have any problems stopping and pausing live programs, and then playing them back?  If so, this would seem to indicate a hard drive problem, as pausing and playing back live TV is the same as recording a program.  

      There should be two options when selecting Factory Reset - you won't see them both until you actually cIick  on Factory Reset and then enter your Pin number, then the next screen will open (The box default pin number is 1234)

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

      (To be honest if you have already lost your recordings then you have nothing to lose by clicking on the second option Format Disk)

      If this doesn't fix your issue then your box will need swapping out.

       

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

      Hi TaniaB 👋 Welcome back to the community forum! Sorry to hear this feedback about your recent issues with TV360 recordings since migrating over to this new type of box. 

      Thanks to the community members for offering some insight and support here. Have you tried formatting the hard-drive like they have suggested?

      Once you've tried this, if it hasn't resolved things - we may need to send you a new one to try and prevent further issues. You will loose your existing recordings on the box as it would be a change to a new hard-drive, but hopefully it will prevent further issues in future. 
      Please let us know how you get on with the formatting, and we can offer further support following this if needed. Thanks for your patience in the meantime! 🌞

  • TaniaB's avatar
    TaniaB
    On our wavelength
    2 months ago

    It's mostly been programmes recorded from 154. I did do the factory reset after I put up the original post but I didn't have either of those options, I just had factory reset or cancel so I did the reset and it was after I'd planned in my recordings again that the recordings started doing this again for the second time in about a month.

  • TaniaB's avatar
    TaniaB
    On our wavelength
    2 months ago

    An engineer came this afternoon, he checked the signal and replaced the faulty box with a new one. I don't know if it means anything but the light on the front is a different colour from the faulty one, it's now blue/white and on the faulty box it was green/yellow.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Hi TaniaB​ 

      Please see my post <here> explaining lights on the 360 box. 

      The light colours that you indicate aren't the normal colouring expected, although the blue/white would correspond to the normal white light, and the green/yellow might correspond to the normal orange light -   the lights are LED's and so do change colour with aging (the same on the LED's on the hubs)  

       

  • jasondmorgan425's avatar
    jasondmorgan425
    On our wavelength
    2 months ago

    Keep happening to me too ,VM engineer told me it's when they do updates to the TV box removes it all ,ennoying

    • TaniaB's avatar
      TaniaB
      On our wavelength
      2 months ago

      It must just happen if the boxes are faulty though because if it happened to every box every time it would be a news story.

      • Mr_K's avatar
        Mr_K
        Knows their stuff
        2 months ago

        Doesn't seem to affect V6/tivo boxes ( the same hardware/box as 360), suggesting its the cheaper inferior 360 Horizon software at fault. 

    • roy247's avatar
      roy247
      Hero
      2 months ago

      I have had the original Humax 360 boxes from new for 5 years and not had a problem. It's the older Arris V6 boxes that seem to have problems, if the refurbished boxes that Virgin are putting back out there it might be a problem with revision levels of components on the main board. That's only a possibility nothing proven.