Forum Discussion

Philmidd's avatar
Philmidd
Joining in
28 days ago

Nothing but trouble with 360 box.

We upgraded to 360 a couple of months ago. We kept the old box but it wouldn’t record so an engineer came and put a new box in. Then we lost the recordings on the new box. Next it stopped recording. Then we lost the coloured icons on the channel list. Now we’ve lost recordings again. We cannot get the coloured icons back. We can’t get Amazon Prime App to work. I’ve tried all the things suggested such as switching it off and rebooting the router etc. nothing works. Any ideas? PS we had no problem before the upgrade. 

5 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    28 days ago

    Sounds like the hard drive is on it's way out?  Does live TV work without problems?  Can you pause live TV and then watch it back without issues?

    • Philmidd's avatar
      Philmidd
      Joining in
      28 days ago

      Hi yes everything else works ok. We have also managed to record a couple of more programmes. Just all the ones we had just went. This morning even the Prime app had started working which it hadn’t for a few days.

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

    When you receive a new box all recordings are wiped from your account  because they could only be accessed on the actual box they were recorded on.

    What error codes and messages appear when you try to set a recording? 

    What happens if you pause a live TV program and then play it back again?

    Apart from a possible hard disk issue it looks like you also have internet issues.

    What error messages and codes appear on screen when you try to access Amazon Prime?

    How is the 360 box connected to the internet? Wired or wireless?  If wireless are you using a third party router, access points/wifi pods, or an extension cable?

    If the 360 box is connected by ethernet cable then try a different ethernet port in the VM hub, or a different ethernet cable.

    Aside from Amazon Prime, are you also unable to connect other apps?  The lack of coloured icons in the channel list is a sympton of a loss of internet connection which is also needed to access Prime and the other apps.  This would also manifest in being unable to access On Demand and Catch up services, although it wouldn't affect live TV.

    You can check the error codes and possible solutions by entering the code on the following page.

    https://www.virginmedia.com/help/check/tv-error-codes

    • Philmidd's avatar
      Philmidd
      Joining in
      28 days ago

      This morning the only problem we seem to have is the loss of all the recordings. Even the Prime app is working. Oh plus no coloured icons in the channel list but we only had those for a few days after the engineer installed this box. It just seems something goes wrong each week. 

      • Michael_M's avatar
        Michael_M
        Icon for Forum Team rankForum Team
        26 days ago

         

        Hi Philmidd,
        Thanks for getting in touch, we know how frustrating it is when things keep going wrong each week!

        We just wanted to check one thing to help get this sorted for you: did the engineer install a new set‑top box on the recent visit?
        Recordings aren’t stored in the cloud, they’re saved directly onto the hard drive inside the box. So if a new box was fitted, previous recordings wouldn’t carry over.

        The missing coloured icons on the channel list can also happen if the box resets or updates, so confirming whether the box was replaced will really help us pinpoint what’s going on.