Forum Discussion

whiteghost's avatar
whiteghost
Joining in
15 days ago
Solved

Deleted recordings and schedules!

This is now the fourth time all my recordings and schedules have been deleted!

Never complained, but followed the instructions from this forum?

All is fine the a few months later and it happens again!!  Having checked this forum again it may be a faulty box?  Called 150 just got a text with a link!

Called Virgin got through to a bot who gave me a link to reset everything which I do every time this happens, stated don't worry you can always chat to someone if it does not fix it! Then hangs up!!  As I cant seem to get through to a human I've come here.

All my systems are working the only thing that is happening is my recordings and schedules get deleted.

Hany help offered will be tried, but I have reset etc after each episode and it has just happened today!

This is my first month after re-joining after initial period and now may be regretting it!

 

  • Carley_S's avatar
    Carley_S
    9 days ago

    Thank you for joining me over private message whiteghost 

    Glad we've been able to put in place some actions to help resolve this issue for you. Let us know if you've any further issues at all. 

    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.
     

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi whiteghost

    What happens if you pause a live TV program for a few minutes, then rewind it and play it back?  If you have any problems with that then it would certainly suggest a hard drive issue.

    How did you reset your 360?  Did you use the factory reset option?

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

    Keep Recordings
    Format Disk

    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. Also Match frame rate and Standby power consumption may go back to their default settings if you have changed them.

  • Hi

    Thanks for reply, no problem with rewind and playback, just over the last 20 months its has deleted all our recordings and schedules four times! Has a problem starting then comes on everything gone. Tried restarting by switching off then restarting. Done all the checks via web and app states all is fine. The most we have had on the 360 is about 20% as we delete most things when seen.

    Just a pain with films and series that we record and my not be back on and we have to remember all the schedules and channels again. I have a Humax that we used before the 360 and has not been plugged in for 20 months and the recordings are still on it!!

    PS: used lock on one music recording and that has gone twice now. 

     

    • roy247's avatar
      roy247
      Superstar

      If the 360 has deleted your recordings and planned recordings it's a sign that the box is faulty.

      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.

       

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi whiteghost 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with your set-top box and it deleting the recordings. 

      Let's take a look at this on our side to see if we can resolve the issue. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

    • Carley_S's avatar
      Carley_S
      Forum Team

      Thank you for joining me over private message whiteghost 

      Glad we've been able to put in place some actions to help resolve this issue for you. Let us know if you've any further issues at all. 

      If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.
       

  • Caled number, just get a bottle that gives me a link to go through tha same time wasting reboot the box, reboot the hub, check via app etc etc, none work. All seem to be OK with my setup, but it still deletes the recordings. Not happy stuck now for 18mths, might just use my Humax and retire the 360 to its box!!