Forum Discussion

Colintm's avatar
Colintm
Tuning in
11 days ago

Recordings as me to subscribe

I've had my TV box replaced yesterday, the new box was reset to factory settings and the hard disk was formatted. The strange thing is that recordings appear to still be there , but when I try this watch them it asks my to subscribe. I would like to delete them but can't do that . can anyone help?

Thanks,

Colin

  • newapollo's avatar
    newapollo
    11 days ago
    Colintm wrote:

    Thanks roy247, I have installed the TV go app and used it to try to delete, it cones up with the message " Action not possible, your box is offline,please turn it on and try again"  when I go in to diagnostics, it shows the Virgin TV box is connected to the servers OK. How do I check the serial numbers of the boxes. Many thanks for your help , I have only had virgin installed for a week , and we have had quite a few problems. 

    Hi Colin 

    When you open the TVGo app and go to Diagnostics you will find the box serial number next to the heading CPE 1 ID if you only have one 360 set top box.  If you have two 360 boxes then the serial number of the second box will be listed next to CPE2 ID.

    The CPE ID's should match that shown on your 360 box(es) when you go to Settings > Info > About under the Virgin TV Box Serial Number at the bottom of the first screen.

    It's possible that VM's backend systems haven't updated yet with details of your new box. The Horizon 360 boxes are on a server based system.  Even though the recordings are held on the boxes hard drive the recording master list is held on the server and is attached to the recording box location. The server has to update with the new box information in order to clear the list.

    I'm not saying you've done this (techs do it as well)  but a previous forum post (which unfortunately I can't link to as it's been archived) indicated that the 'phantom recordings' which you appear to have arise if the original box hasn't been turned off before being swapped out for the replacement box.  When this has happened it's either taken another box swap or third line support to clear the contents of the old box from the servers (systems).

     

  • roy247's avatar
    roy247
    Superstar
    11 days ago

    I would try using the TVGO app because the recording information is held on Virgins servers, you can also check your replacement box serial number with the one in the app, if they are different then it will probably need a call to Virgin to update your account.

     

    • Colintm's avatar
      Colintm
      Tuning in
      11 days ago

      Thanks roy247, I have installed the TV go app and used it to try to delete, it cones up with the message " Action not possible, your box is offline,please turn it on and try again"  when I go in to diagnostics, it shows the Virgin TV box is connected to the servers OK. How do I check the serial numbers of the boxes. Many thanks for your help , I have only had virgin installed for a week , and we have had quite a few problems. 

      • newapollo's avatar
        newapollo
        Very Insightful Person
        11 days ago
        Colintm wrote:

        Thanks roy247, I have installed the TV go app and used it to try to delete, it cones up with the message " Action not possible, your box is offline,please turn it on and try again"  when I go in to diagnostics, it shows the Virgin TV box is connected to the servers OK. How do I check the serial numbers of the boxes. Many thanks for your help , I have only had virgin installed for a week , and we have had quite a few problems. 

        Hi Colin 

        When you open the TVGo app and go to Diagnostics you will find the box serial number next to the heading CPE 1 ID if you only have one 360 set top box.  If you have two 360 boxes then the serial number of the second box will be listed next to CPE2 ID.

        The CPE ID's should match that shown on your 360 box(es) when you go to Settings > Info > About under the Virgin TV Box Serial Number at the bottom of the first screen.

        It's possible that VM's backend systems haven't updated yet with details of your new box. The Horizon 360 boxes are on a server based system.  Even though the recordings are held on the boxes hard drive the recording master list is held on the server and is attached to the recording box location. The server has to update with the new box information in order to clear the list.

        I'm not saying you've done this (techs do it as well)  but a previous forum post (which unfortunately I can't link to as it's been archived) indicated that the 'phantom recordings' which you appear to have arise if the original box hasn't been turned off before being swapped out for the replacement box.  When this has happened it's either taken another box swap or third line support to clear the contents of the old box from the servers (systems).