I’ve been forced to switch from my tivo box to a 360 one and I set it up this afternoon after they switched the old one off without any warning last night. I’ve recorded 2 programs on it but both of them stopped playing within a few minutes and it just tells me to call 150 which doesn’t have an option for that. The box is connected with the ethernet cable and everything is plugged in properly. Can anyone help?
What error code or codes do you get. Can you pause and rewind live TV for longer than you can watch recordings, you can rewind live TV for 3 hours easily on the 360 so if you can't rewind live TV for say 15 minutes that would point to a possible box/hard drive problem.
It doesn’t give me any error code, it just stops playing and tells me to call 150 if it keeps happening. I just tried rewinding the program I’m watching and it stopped after about the same length of time as the recordings are and went back to live tv.
Sounds like you possibly need a replacement box, if your V6 was old this seems to be a common problem.
You could try doing a factory reset and if you haven't got any recordings use the format disk option and if or when you get the same problem then call Virgin or wait for one of the forum team to respond.
To factory reset press the Home button, then go to Settings, System and then scroll down to Factory reset.
It is the box on the left in the picture below you have and not the mini box on the right with no hard drive which can only buffer live TV for about 2 minutes.
I think it’s the box on the left that they sent me and it was to replace a tivo box that they have been systematically removing the functionality from. I don’t know why the age of my tivo box would have any bearing on the new one working though.
The V6 TiVo box and the 360 box are basically the same hardware, the 360 has different software, the V6 box uses the same software as the old tivo box, it's quite common for people just to refer to the V6 as a TiVo box. The older V6 boxes do sometimes fail after the software update to 360. It has been known for some refurbished boxes to fail you don't always get a new box.
If you go to Settings, Info, About, and find the Hardware version number we will know which box it is.
I don’t have a V6 tivo box I’ve got one of the original curvy tivo boxs, it’s completely different from the brick that they’ve sent as a replacement and it worked perfectly fine apart from everything that they were taking away from it and the new 360 box that they’ve sent isn’t refurbished it was brand new as were the cables that came with it as far as I could tell. The hardware version is:
HUMAX-EOS1008R•V001
That's definitely the 360 box with a hard drive so should be recording or rewinding live TV without any problems. Sounds like you need to call Virgin or wait for one of the forum team to respond which might be 2 to 3 days.
I tried calling 150 like it said to but it wasn’t helpful because none of the options had anything to do with the box so I kept getting routed to other things, so I’ll have to wait for one of the forum team on here to respond.
You used to be able to ignore all the options offered and then you would be put in to a queue to speak to someone but I think that option has been removed, you could try early in the morning which was always the best time to call, around 8 am when the lines opened. 🤞
It’s alright I’ve sorted it. I turned both the new box and my internet box off and on again and everything worked. It did delete all my recordings from Friday and all of the recordings that i’d set but everything plays like it should now.
Forum TeamHi TaniaB,
Thanks for coming back to us and updating us. We're happy to hear things are resolved for you now.
If you have any further issues, do come back and let us know.
Many thanks,
