Customer Support is so Frustrating!!
Hi everyone,
I’m having ongoing issues with both of my Virgin Media V6 TiVo boxes and, after multiple attempts, I’ve been unable to get anywhere with Virgin Media customer support. I keep getting sent in circles with the same links and automated service tests, so as a last resort I’m hoping the community can help.
Both V6 boxes are affected. I’ve tried powering them off and on multiple times and also carried out a full reset on each box (which wiped the recordings I had). Unfortunately, this made no difference and the problems persist.
The main issue is that recordings fail. When I try to record a programme, I get the on-screen message:
“Sorry, we couldn’t do this for you, please try again later.”
There’s no error code, and recordings either don’t start at all or are very unreliable. This happens on both TiVo boxes. All subscribed channels display correctly, but recording functionality is limited or non-existent.
Previously, I also saw the error:
“Failed to play recording – There’s an issue playing this recording. Please try again. CS2200.”
Shortly after seeing that message, I performed a full reset, and now I’m consistently getting the “Sorry, we couldn’t do this for you…” message instead.
In addition, the V6 TiVo box in the dining room has a non-functioning front light panel, so we have no visual indication of what mode it’s in, which isn’t ideal.
At this point, my confidence in both boxes is pretty much zero — especially when recording is the main reason for having them in the first place. I’d really like to start fresh with replacement V6 TiVo boxes.
Can anyone advise on the best way to get both boxes replaced, or how to escalate this properly with Virgin Media?
Thanks in advance for any help.
Mike
After conducting an in-depth investigation, I carried out the following actions to resolve the issues. These steps have allowed both TiVo 360 boxes to resume recording programmes correctly and have also resolved the incorrect status LEDs on the front of the dining room 360 box.
In summary, I performed a full factory reset on both boxes within five minutes of each other. I had previously reset them individually, but not simultaneously. Performing the full factory resets at the same time appears to have resolved the recording issues, along with the other problems I originally reported.
It has now been approximately one week since completing these actions. I will provide a further update if the faults return, but so far everything has been working as expected.
