Forum Discussion

Peteseeger's avatar
Peteseeger
On our wavelength
3 months ago

CS2214 - Hard drive failing?

I am unable to record or play recordings. I have rebooted both the hub and the Tivo box on several occasions to no avail. Got the message Storage is Full when I went into recordings. Removed over half the recordings and the message is still he same, Storage is Full. Nor can I pause or rewind live TV. I have a second box in the bedroom and when I try to access recordings from this box I get the message that it is unable to connect to the 1st box. I am convinced that the hard drive has failed. How do I go about getting a replacement, preferable new box, sent out ?  

  • John_GS's avatar
    John_GS
    3 months ago

    Hi Peteseeger 

    Thanks for posting and welcome back to the community. Sorry to hear of the TV box issues. There is one final test before an engineer is needed. Can you factory reset the box please;

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again.

    Keep us posted how you get on.

  • roy247's avatar
    roy247
    Superstar
    3 months ago

    It's unusual for boxes to be sent out, it usually requires an engineer visit to confirm the problem and replace the box and make sure everything is working as it should be, this also gets the faulty box back in the repair system sooner without you having the problem of sending it back.

    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 hopefully you should then be placed into a queue to speak to someone.

  • John_GS's avatar
    John_GS
    Forum Team
    3 months ago

    Hi Peteseeger 

    Thanks for posting and welcome back to the community. Sorry to hear of the TV box issues. There is one final test before an engineer is needed. Can you factory reset the box please;

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again.

    Keep us posted how you get on.

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

       Hi John,

       

      I tried doing a factory reset with the 'keep recordings' option but that did not work. In the end I did a complete factory reset which meant I lost all my recordings but at least it is now working again. I think I will be switching providers when my contract comes up for renewal as i have had so many problems since the software was changed. The community here have been really helpful whereas Virgin themselves are a complete waste of time.

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 months ago

        Thanks for coming back to us Peteseeger, we're glad to hear that your issues have now been resolved. Please let us know if you have any further issues.

        Kind Regards,

        Steven_L