Forum Discussion

heavysoul's avatar
heavysoul
Up to speed
2 months ago

TV360 Box - hard drive dead - issue using 2nd box

We upgraded out V6 box to TV360 a while ago. A few days ago our box died - I think the hard drive has had it. On turning it off and back on again the box makes a strange noise and just wont go through the startup process. 

We had a second box (due to the previous contract we took out) that hadn't been used. So connected that up and live TV works fine and I can set recordings (one offs and series) for anything we haven't set a record for on our old box.

BUT ... for ongoing TV programmes where we had previously setup a series record, the programmes wont record on the new box. AND ... we are unable to cancel the old series records as we just get a message saying our old box is offline and we need to turn it on to cancel recordings ... which we can't do as the other box is kaput. 

Does anyone know of a way round this so that we can use our secondary box (which ash the same 1TB HDD) and re setup all the series records for our favourite programmes?

4 Replies

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

    Hi heavysoul​ 

    You say the box won't go through the start up process.   

    Do you have a completely blank screen, or does it show the update symbol (a down arrow with a hard drive), or is it showing the welcome creen/rebooting?

    Try turning off the 360 by the switch on the back of the box;  then on the front of the 360 box  hold down both the standby/power button and the - (minus) button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

    If the standby/power button and the -  button workaround doesn't solve it then try using the standby/power button and the + (plus) button at the same time instead.

     

  • heavysoul's avatar
    heavysoul
    Up to speed
    2 months ago

    Many thanks for replying @newapollo - I tried both options you suggested.

    1. When pressing standby/power button and the - button ... I initially got the update symbol. I then got the 'Welcome' screen, during which time I got the odd noise like it's trying to read the HDD. Then blank screen ... then 'Welcome' screen ... repeat.
    2. When pressing standby/power button and the + button, I just get the 'Welcome' screen followed by a blank screen ... repeat.

    I then tried just turning if off and back on again ... but just get the 'Welcome' screen followed by a blank screen ... repeat.

    The standby/power button remains red throughout. At no stage does it turn white. It's actually been permanently red (whether turned on or off) for a number of months. So it's not been turning white when on.

     

     

  • roy247's avatar
    roy247
    Hero
    2 months ago

    I am very surprised your 2nd box worked unless you activated it when you got it, if a box hasn't been used for I think (could be wrong on the time schedule) for 30 days it gets switched off so would need to call Virgin and reactivate it.

    All recordings would be stored on the faulty box, the recording info is stored on Virgin's servers and the 2 are linked. 

    The TVGO app might help deleting things on Virgin's servers.

    I think you will need to call Virgin and have your faulty box replaced and your account and future recordings linked to your account.

     

    • heavysoul's avatar
      heavysoul
      Up to speed
      31 days ago

      I was also surprised it worked. Was never activated on receipt and was still in its original box. 

      I’ve got an engineer coming this afternoon- hopefully. And yes, I need to make sure the new box is linked to VM server for my account. 

      I did try TVGO app to delete series records but for the same error message about needing to switch the box back on - which I renamed Kaput!