Forum Discussion

Linzmac13's avatar
Linzmac13
Joining in
4 days ago

Tv 360 Deleted Recordings Twice In 2 Weeks!!

 I’ve had the V6 Box for a decade with few, if any, problems but was told I needed to upgrade to the TV 360, hand remote, option only. The upgrade was easy compared to some of the issues I saw on here at the time so thought great. This is supposed to be an upgraded better system but in just over two weeks it has deleted recordings and series links with no option to recover them. I see on here that it’s most probably a faulty box so why oh why would Virgin only give updated remote controls with this potential problem that looks like a frequent issue? Does anyone know the easiest way to get in touch with Virgin apart from calling which I’d like to avoid if possible, as I can’t see a live chat option anywhere?

TV 360

18 Replies

  • Linzmac13's avatar
    Linzmac13
    Joining in
    5 days ago

    This is exactly what has happened to me too!! Twice in a month recordings have disappeared after a decade of no problems with the old Tivo system but was told we needed to upgrade. Have to add it was only a remote update we still have the original Tivo box and really wish we had been left alone with what we had! Seriously Virgin get your act together!

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

      It's a feature of the 360 'upgrade' 

    • roy247's avatar
      roy247
      Hero
      4 days ago

      If the 360 has deleted your recordings and planned recordings it's a sign that the box is faulty, especially if it does it more than once. 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.

      This does seem to be a problem with older V6 boxes when updated to 360 software.

      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.

      You can also do a quick check of the hard drive by pausing and rewinding live TV if that doesn't work then the box definitely needs replacing.

       

      • Linzmac13's avatar
        Linzmac13
        Joining in
        4 days ago

        Thank you, done all that and the pause/rewind live TV is fine. 

         

         

         

         

         

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

      Why do so many of these boxes become faulty when 'upgraded' to 360 is the question nobody is answering . They were fine and reliable as V6 tivo's.

      If the 360 needs a new box to work properly customers should be getting them  instead of doing the 'upgrade' on the cheap.

      • Linzmac13's avatar
        Linzmac13
        Joining in
        4 days ago

        I completely agree with getting new boxes, especially with this being such a common fault.

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

    It seems some V6's just don't like the software upgrade to Horizon 360.  I'm guessing you will need a new box sent out?

    If you wait here a day or two a VM Mod should pick this up and discuss.

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

      If you don't want to wait for a member of the forum team to pick this up then you can select option 2 (faults) when dialing 150 from a VM landline, or 0345 454 1111 from any other phone.

      You can also get in touch using one of the following contact methods:

      WhatsApp: 0780 3089 684

      Or you can contact VM on Social Media by either messaging on

      Facebook: https://www.facebook.com/virginmedia/

      Or Instagram DM (@virginmedia)

  • Linzmac13's avatar
    Linzmac13
    Joining in
    4 days ago

    Thank you I might try the social media messaging as I really do not want to call. The last time I had to phone, not only could I barely make out what the agent was saying, but I lost over 1hr trying to resolve the problem (was nothing to do with the V6 box lol)

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      11 hours ago

      Hi Linzmac13 👋.

      Thanks for reaching out to us, sorry to hear that your recordings are being erased, have you ensured that the option "Protect from auto delete" is turned on, you can do so here:

      Step-by-step instructions:
       

      1. Press the Home button: on your remote to access the main menu.
      2. Navigate to Saved Recordings and then select "See All".
      3. Highlight: the show or series you want to protect.
      4. Select the pencil icon to the right of the recording.
      5. Choose the option "Protect from auto-delete".
      6. A shield icon will appear next to the recording to confirm it is protected.

        Please let us know how you get on.
      • Linzmac13's avatar
        Linzmac13
        Joining in
        8 hours ago

        Hi Sabrina, 

        Thanks for your reply. I have checked that auto delete isn't on although the option to protect is not there. I ended up on live chat yesterday and the agent asked for the box serial number then returned with a booking for an engineer so I can only assume my box is in amongst the others that are old and causing problems after the upgrade.