Forum Discussion

BDean's avatar
BDean
Tuning in
30 days ago

TV 360 box all recordings deleted

When I came home this evening I found out all of our recordings and planned recordings had been deleted.  We have a TV 360 box and a TV 360 mini box.  I can see from other Virgin Media Community discussions that this is a common, often repeated, problem.  It looks like there is an inherent fault in the TV 360 boxes. 

Can anyone tell me what the solution is?  We have been with Virgin Media for many years.  We had a Tivo box before and never had a problem.  I don't want to leave Virgin Media but that would be our solution if the problem cannot be solved.

Thank you for your help.

7 Replies

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

    I'm afraid the solution might be to leave VM. They aren't interested in recording boxes anylonger. They have steadily downgraded their tv service from V6 to 360 to Stream. They get more from advertisers with streaming boxes, that can't ff through ads. 

    On the bright side there is this recording box on the horizon, which has a subscription of £0 a month:-https://www.ispreview.co.uk/index.php/2025/09/humax-to-release-pvr-set-top-box-for-freelys-uk-broadband-tv-service.html

     

     

    • Tavis75's avatar
      Tavis75
      Super solver
      30 days ago

      That Humax box does look really interesting, and I have been keeping an eye on it, but I have a horrible feeling that the recording is only going to be for Freeview not Freely (it has an aerial socket, so looks like it will support Freeview as well as Freely). So not really any better than the Freeview recorders available currently, and still subject to the same issues with services potentially being shut down, which is depressing.

      I currently use Plex for Freeview recording, with backup from an app that will "record" from iPlayer (though it's not the most user friendly), but obviously that only works as long as the Freeview broadcasts continue (or for BBC content). I'm hoping that Freely recorders will appear, but I suspect that if they do, they will not be quite as official as the Humax box. 

  • roy247's avatar
    roy247
    Hero
    30 days ago

    The solution is to have the faulty 360 main box swapped out. Is your main 360 box a V6 box that has been software updated to 360 software, if it is it's possible it is just an ageing hard drive that has failed and not an inherrant fault with the software.

    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.

    You could also try a factory reset of the 360, and if you haven't got any recordings you might as well go for the format disk option and if or 'when' the box deletes everything again then phone Virgin.

    They might suggest you set the Auto delete option to off, it probably already is and shouldn't affect planned recordings but you can check by doing the following;

    Press Home > Recordings > Recorded > View All > Manage Storage > Enter your pin > Auto delete when space needed > Set to Off.

     

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

      The box wasn't faulty till it was 'upgraded', like so many others.

      When are VM going to admit there is a widespread issue, with 'upgrading' older boxes? They should be giving customers new boxes  that are fit for purpose, if they insist on downgrading customers to the 360.

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

    Hi BDean,

    Thanks for your post and welcome to our community.

    I'm sorry to hear you're having some issues with the 360 box and the recordings.

    Do you get any error messages on screen? 

    Please reboot the TV set top box and try to record again. Please let us know if you have the same issue and these are deleted. 

    Please pop back to us when you can. 

    • BDean's avatar
      BDean
      Tuning in
      23 days ago

      Thank you for the reply.  I rebooted the TV set top box.  After the reboot it recorded without any problems for 3 days and we were able to record programmes and watch the recorded programmes.  Now the programmes are still shown as being recorded but when we try to watch them we get this message:

      CS2217   Sorry the service is temporarily unavailable.  Please try again later.  If the problem continues call 150 from your Virgin Media phone or ....

       Looking at the related content from the Virgin Media community, there is a reliability issue with recording on Virgin Media TV 360 boxes.  I would like Virgin Media to replace the TV 360 box that we have and see if it fixes the problem.  Do I need to phone Virgin Media support to arrange this? 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        21 days ago

        Sorry to hear this is still ongoing for you BDean 
        With this error code, can you please run through the tests and checks here and let us know what the resolution shows at the end?
        If this has failed to resolve the issue, please try a full factory reset. You can choose to 'keep recordings' in this process; however, you would need to sign back into any streaming apps you might have.