Forum Discussion

robertshaw263's avatar
robertshaw263
Tuning in
5 months ago

Apps Signed Out & Recordings Lost After Restart

Hi all,

I’ve been facing an issue with my Virgin Media TV box 360, installed about 3 years ago. Every few weeks, I encounter an error message saying something like “it has not been possible” and instructing me to restart the box. Although restarting resolves the immediate issue, it leads to two recurring problems:

Firstly, all of my apps (like Netflix and BBC iPlayer) are signed out, and I have to log in again. Secondly, and more frustratingly, all my recordings are deleted after the restart.

Has anyone experienced a similar problem or found a solution? Any advice would be greatly appreciated!

Thanks in advance.

  • If the 360 is deleting your recordings it's a sign that the box is faulty, especially if it's done 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.

    I see you have posted twice they will probably be combined by a helpful VIP.

     

  • Hi robertshaw263, thank you for your post.

    We're sorry to hear about the issue you're facing 😔

    In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Thank you for your support roy247 👍

    Regards,
    Daniel