Forum Discussion

MikePres's avatar
MikePres
Tuning in
8 hours ago

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

3 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 hours ago

    All the signs are that this is a provisioning failure on migration from V6 to 360. No amount of resetting will help with what is a back end problem. VM must push out the full Horizon firmware and re‑provision both boxes.

  • roy247's avatar
    roy247
    Hero
    4 hours ago

    Make sure both boxes are set to fast start or active start with a good network connection. It sounds like it could be possible that when you are using box A and press record on the TV guide it might be trying to set it on box B and if it's in standby and set to eco mode it thinks the box is off.

    You can make the 360 record programs on predetermined boxes.

    When setting up a series link go to Advanced and select which box you want the recording to be made on. It will then be recorded on that box going forward, even if the default recording box is the other one. So all you need to do is reset your series links to record on the box you want them to.

    Unfortunately to reset the links, you'll need to delete and reset. You can also use the same method to record individual programs rather than series.

    Do you have any problems pausing and rewinding live TV, if you do this would point towards a hard drive problem with the box.

     

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    6 hours ago

    I have moved your thread to the V360 board as CS2200 is a Horizon platform error & not a TiVO error. I have the feeling you have migrated a V6 TiVO to Horizon (at which time it becomes a Horizon V360 box & ceases to be a V6).