Forum Discussion

surreydude's avatar
surreydude
On our wavelength
29 days ago

Failed Recordings > Recording Not Possible

I'm afraid this is another post about the unreliable 360 box - this seems to happen to me almost every year... previously trying to resolve the issue results in everything being deleted including planned recordings/series link

Came back from holiday and can see that everything in the recordings list has a red exclamation mark symbol (recording failed)

Trying to play any of them results in the CS2214 message

Recordings page says disk full; settings states 0% used

I've manually deleted the failed ones and when an episode in the same programme is recorded on my other box, all the old failed recordings return (and are unwatchable)

I can schedule a recording/hit the record button but these all subsequently appear as failed

I've rebooted etc. - no resolution

Currently I can only record on the other box

When watching some programmes, the box puts a notice that it can't show programmes due to low bandwidth, reboots and then restores all the failed recordings (I have Gig connection and the diagnostics show no problems with streaming)

Build v5.21
App v90_2025092

12 Replies

  • surreydude's avatar
    surreydude
    On our wavelength
    29 days ago

    Just noticed I also cannot pause live tv - I presume this is a failed hard drive which is required to cache the feed

    Customer services: can I get a replacement sent?

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      27 days ago

      Hi surreydude,

      Thanks for your post and welcome to our community.

      I'm sorry to hear about the issues you're having with the 360 box.

      This may need to be replaced.

      Have you arranged an engineer visit since posting?

      Please pop back to us when you can. 

      • surreydude's avatar
        surreydude
        On our wavelength
        24 days ago

        Hi

        I was forced to have an engineer visit and they failed to turn up today, no phone call, nothing. Really angry about the waste of my time

        I actually just want a new box sent - I don't really need an engineer to plug a new box in for me...

        Also, when trying to us MyVirgin to resolve this, one of the agents incorrectly recorded my credentials and I am now waiting up to five days for VM IT to fix the error. So painful

  • japitts's avatar
    japitts
    Very Insightful Person
    29 days ago

    Issues with pausing live TV is usually a good indicator of hard drive issues, although this forum is not the primary means of reporting faults. It works well if you don't mind waiting a few days for a response, but is not a real-time platform.

    Urgent or time-sensitive faults should always be called in.

    Fault replacements are usually actioned by tech visit - replacement equipment is installed, and faulty kit returned at the same time.

    • surreydude's avatar
      surreydude
      On our wavelength
      24 days ago

      Thanks I'm aware that this is a "reasonable endeavours forum" but ironically it's better that the service I get chatting with an agent

      FWIW I've had kit sent to me before now and a return label for the redundant box

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        22 days ago

        Hi surreydude đź‘‹.

        Thanks for the update on this, so that we can assist you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

         

        Thanks.

         

        Sabrina

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    29 days ago

    If you currently have 2 boxes with hard disks, then when one fails this will either be replaced with a diskless mini box or a Stream box. You lose half your recording capacity, but at least if you get a Stream box it can be used in any room you can get WiFi without requiring the coax connection.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      29 days ago

      Hi surreydude​ 

      I suggest cancelling all the recordings/series links that are set up on the faulty box and then set them up again on the other box. Make the other box your default box. 

      You can fine tune the recordings between boxes by clicking on the red Record button, then on the next screen click Advanced Options, then on the next screen click on Choose TV Box, then select the box you want the recording to be made on, then click on Record. That program will then be recorded on that box going forward, even if the default recording box is one of the others.

      When setting up a new 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. If though you've already got a series link set up for a particular program and want to change it so it will record on the other box then you need to cancel that series link, and then set it up to record again, using the advanced options when you press record.

      (If you do get another recordable box as a replacement then you can use the above method again to 'share' the recordings between the boxes by choosing which box you want any particular series or recordings to be made on again). 
       

      • surreydude's avatar
        surreydude
        On our wavelength
        24 days ago

        I did all that when I realised the recordings had failed. Recordings can't be transferred between boxes though so having a second one when the first one has failed doesn't have any advantage

  • surreydude's avatar
    surreydude
    On our wavelength
    24 days ago

    Is there anyone from VM that reads these posts? I've just waited for 4 hours for an engineer and they didn't turn up. I just need a new box sent out. This is a joke TBH

    • Mr_K's avatar
      Mr_K
      Knows their stuff
      24 days ago

      These  issues seem to happen regularly on the 360, but not the V6 (tivo). They have the same hardware. It suggests its VMs 'cheap as chips' inferior 360 software at fault. 

      • surreydude's avatar
        surreydude
        On our wavelength
        24 days ago

        I just wish they would send a replacement - insisting an engineer visits is a waste of my time