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beergut100's avatar
beergut100
On our wavelength
3 months ago

All recordings wiped! Virgin Media Customer support, please contact me.

My 360 box was about 80% full of recordings. I went to watch one today, only to be presented with a screen saying "you have not recording anything yet", or words to that effect. I tried restarting the box, but that made no difference. I went to iplayer to watch my programme and was made to sign in. The iplayer sign in screen is different to usual and some other screens also look different, so I think there has probably been a firmware/software update which has messed up my box. This may be coincidence, but I have also signed a new contract just a few days ago. I have not changed from V6 to 360 or anything. I was on 360 on the old contract and am still on 360.

Has a software update caused my recordings to be wiped, or is there a fault with my box? If so, can I order new boxes please?

Can customer services help me via this forum and PM please? My account number is [MOD EDIT: Personal info].

360
recordings deleted

4 Replies

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  • roy247's avatar
    roy247
    Hero
    3 months ago

    If you press the Home button and go to Settings, Info you will see what Version software you are using, V5.15 is currently being rolled out I am still on V5.14. 

    Has a software update caused my recordings to be wiped, or is there a fault with my box? If so, can I order new boxes please?

    I think you probably have a faulty box. Do you have more than one box as you asked for new boxes, if you do have more than one box have you lost recordings on both boxes.

    I would also remove your account number.

     

    • beergut100's avatar
      beergut100
      On our wavelength
      3 months ago

      One is just a mini box, so no recordings. I have checked and am on V5.15.

      • roy247's avatar
        roy247
        Hero
        3 months ago

        A software update shouldn't cause this problem but I have seen the occasional post after an update.

        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.