Forum Discussion

JohnCW's avatar
JohnCW
Tuning in
2 months ago

TV 360 Service failing miserably

Upgraded from Tivo 6 with a new package. Have had several issues with failed recordings. Followed the online advice and re-set the box and router. Obviously, you lose all the recordings and have to set them all up again, and go through reconfiguring your box and remote to cope with your TV and sound system.

This lasts about 3 - 4 weeks and it happens all over again. Have tried phoning 150 but they just continue repeating what  I've already done, getting absolutely nowhere. Not offered an engineers visit at any time. Fed up bashing my head against a brickwall! Seriously, considering cancelling the entire package and going elsewhere.

In my opinion, I think the box is either faulty or so old it cannot cope. I've been with Virgin Media for many years, in fact my primary email is an "@ntlworld.com" one. So I was here before Virgin Media!

Regards,

Annoyed

14 Replies

  • JohnCW's avatar
    JohnCW
    Tuning in
    21 days ago

    Here we go again. Woke up this morning and found all recordings deleted and future recordings list missing. Personally think this is inadequate or faulty equipment, my set top box is several years old and obviously cannot cope. Will now be writing a letter direct to Virginmedia to find a resolution

  • JohnCW's avatar
    JohnCW
    Tuning in
    2 months ago

    Further update,

    Woke up this morning and I no longer have any recordings saved (all gone!) and future recordings list empty. So I'm back in the same position I was in my original Forum Post. Yes, I had also set up in settings to retain my recordings in the event of a re-start. I shall be away from home for 7 days with little or no internet access. I consider my contract "not fit for service" and will probably formally consider an immediate cancellation and cancellation of my Direct Debit upon my return. There have been no power outages at home or locally.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hey JohnCW, thanks for reaching out and we are sorry to hear about your TV issues.

      We can see you are currently in DM with my colleague please do repones to this when you can do. 

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      2 months ago

      I strongly recommend that you do not cancel your direct debit because it will cause you more pain than to VM. 

      But your story here should be a lesson for anyone thinking of an "upgrade" from their V6. 

  • JohnCW's avatar
    JohnCW
    Tuning in
    2 months ago

    Just an update.

    Was contacted by Virgin Media engineers a few times and they established a fault with my set top box. Went through a re-set (saved my recordings this  time!) and downloaded an update. So far, all seems to be working as it should.

  • Daniel_Et's avatar
    Daniel_Et
    Icon for Forum Team rankForum Team
    2 months ago

    Hi JohnCW, thank you for your post.

    We're sorry to hear about the issues you've been having with your set-top box and the difficulties you've had when trying to get them resolved 😔

    In order to look into these for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    Thank you for your support Adduxi and roy247 👍

    Regards,
    Daniel

  • roy247's avatar
    roy247
    Hero
    2 months ago

    Some of the older V6 boxes don't like the update and need replacing, the usual symptoms are the box deletes recordings and planned recordings.

    If you are doing a factory reset and haven't already lost your recordings use the keep recordings option. If you aren't losing recordings and it's just some planned recordings that are failing make sure the box is set to fast start or active start and not switched off at the plug if the failed recordings happen when the box is in standby.

    Nynex and Cable and Wireless were here before Ntl if we are going going down the history.

     

    • Hate360's avatar
      Hate360
      Just browsing
      19 days ago

      I’ve been a customer with the service since they were Bell Cablemedia, going through C&W to NTL to Virgin, and sadly the 360 box feels like a turning point of **bleep** poor service. Such a downgrade from their previous consistency 

      • roy247's avatar
        roy247
        Hero
        2 months ago

        What makes you ask that ? Anyway the answer is no but I have been using a 360 main box and mini box for over 5 years with no problems. 

         

  • bigarch39's avatar
    bigarch39
    Tuning in
    2 months ago

    I've been in a very similar position for the last 6 weeks. I had to move to Virgin TV360 because I wanted a Virgin stream box for a bedroom (although I was initially told I could still use my V6 main box). My recordings (and planned recordings) have just disappeared on 3 occasions so far. I also need to sign in again to my apps like Netflix and BBC iplayer. Playback, pause and rewind also seems to cause the system to freeze for a minute from time to time. The whole platform seems a bit unstable. Initially had an upgrade to my V6 box and then a a new TV360 box.  I've an ntlworld.com email so have been with Virgin, ntl for ever. I'm now seriously looking at other options such as Sky. Luckily fibre has just been installed in my street so I have credible options. But surely these problems can be fixed....

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      2 months ago

      The "system" itself is not unstable. The way VM has to use it in the UK is the cause of the problem. V360 runs on Horizon, which is a server based platform operated by VMs parent company. Where it is used in the rest of Europe recordings are stored centrally & only streaming kit is used in the home. In the UK & Ireland, broadcaster restrictions forbid "cloud" based recording, hence the "cloud" location the server is linked to is your hard drive box.

      Hence, a whole bundle of new problems VM could have done without, but has no say in. Bear in mind that when VM eventually migrates everyone to full fibre the traditional cable TV recording boxes won't work anyway.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    There have been reports of some the V6's not working correctly after the 360 software "upgrade".  It may be you require a new 360 Master to be supplied?

    Hopefully a VM Mod should pick this up in a day or two and discuss with you directly.