Forum Discussion

drickerby's avatar
drickerby
On our wavelength
20 days ago

TV360 Box Fault

Hi everyone,

We have been having a problem with our TV360 box over the last few months. In about August, the box suddenly stopped displaying channel icons in the TV planner, and streaming apps stopped working, saying they were unavailable. In an attempt to rectify this, we rebooted the box with the on/off switch on the back, however after the box had restarted, we had lost all our recordings, planned recordings and all of our sign-ins for the streaming apps we use.

We were annoyed, but prepared to consider it a one-off, however only a week or so later, the same symptoms started happening. Instead of restarting the box, we left it as it was and watched streaming services on another device, However one day the TV360 restarted by itself, but fortunately our recordings and other data were safe this time.

Skip forward to this past week - Once again, the channel icons on the TV planner did not display, and streaming apps stopped being available. One last time we decided to restart it, and lo and behold, all of our data was erased again.

This leads me to believe that there is a high probability of a hardware problem with our TV360 box. I've been through the Virgin Media telephone support roundabout so many times in my life with little to no resolution, and have had much more success posting on these forums, so that is why my topic is here.

I would appreciate any assistance anyone from VM can offer with this issue. Feel free to reply or DM me if any more information is required.

Kind regards,

David

9 Replies

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

    I generally have to sign into most apps again if I turn off my 360 by the rocker switch on the back of the box or by the mains. (This is possibly an intentional feature of the box, perhaps to clear memory)

    This sometimes also happens when the box updates to the next build version. My 360 boxes updated to Build Version 5.22 on Nov 6th, and there was a further update to that build on Nov 11th on my boxes.  On both occasions I had to sign into all apps again with the exception of netflix, Prime and Disney+.

    Your 360 box shouldn't be losing the recordings too. 

    What happens if you pause a live TV program for a few minutes and then play it back? (This is the same as a recording, but any issues playing back from a paused program would seem to indicate a hard drive error)

    To try and rectify this you can perform a factory reset.

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options
    Keep Recordings
    Format Disk
    I normally suggest selecting  Keep Recordings, which means you won't lose your recordings, and any planned recordings, or series links you've set up. (You may have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again)  but since you're apps have been deleted I would suggest performing the Format Disk option to try and erase any bad sectors.  Then if it happens again you definitely need a box swap.

    • drickerby's avatar
      drickerby
      On our wavelength
      18 days ago

      Hi Newapollo,

      Thanks for your reply. Recording and playback on the box, both with planned recordings and recording/rewinding/playing back live TV all seem to function normally, It's just when the box decides it's going to lose the channel logos and the streaming apps stop working, it's like it's on its way out.

      I'm pretty sure both times when it's been rebooted before losing all the data, it's done this factory reset process by itself as it took a lot longer to come back online during these restarts.

      I am very reluctant to factory reset/format the box again as we have already had to set up everything again twice, and performing this process for a third time I do not believe will get us anywhere closer to solving the issue, and if the issue is still not resolved and my box needs replacing, I would need to do it all over  again for a fourth time.

      Can I just arrange for a box swap right now?

      Kind regards,
      David

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

        It's just when the box decides it's going to lose the channel logos and the streaming apps stop working, it's like it's on its way out.

        The loss of channel logos and the streaming apps not working is due to a loss of internet connection.  How is the 360 box connected to the internet? Ideally it should be via an ethernet cable although if you have a strong wifi signal in that location then there shouldn't be any issues with streaming apps not working, or channel icons not populating (this often sees gaps in the EPG with TBA (To Be Announced) appearing as it fails to update program information).

        Having said that, it doesn't explain the loss of recordings - 

        EDITED - Thanks for correcting  me about the pause and playback japitts​ 

  • drickerby's avatar
    drickerby
    On our wavelength
    12 days ago

    It's happened again - The box has lost the channel icons (see attached photo). I sense another forced hardware reset is coming.

    Please can I get some progress on a box swap for this?

    Thanks
    David