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?
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.
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.
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.
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.
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.
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.
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.
