Forum Discussion

chr0m4t1c's avatar
chr0m4t1c
On our wavelength
2 months ago

TV360 box replacement - moving series links

I'm hoping someone knowledgeable from VM reads this can respond.

My primary TV360 box has failed and for reasons best known to CS I have to wait for about a week for an engineer to come and replace it.  Bit of a pain but ot a major problem.

I've swapped it out for my second box and that's working fine, but non of the series links will now record anything because the target box isn't there and I can't delete or edit them because they belong to the broken box.

I assume this is because they are held somewhere within the VM systems, so I assume they now have to be edited or moved by VM themselves?

Does anyone know how I can get up and running again a bit quicker?

8 Replies

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

    Is your "primary TV360" a master box, with the hard drive?

    And the "second box", a mini without a hand drive?

    Any recording setup on a broken box will be problematic here - even more so if you don't have a remaining master box with HDD

  • roy247's avatar
    roy247
    Hero
    2 months ago

    Which 360 boxes do you have 2 360 main boxes (2 updated V6 boxes) or a main box and a mini box, mini is on the right with no hard drive and can't record and can only rewind/buffer for 2 to 3 minutes.

     

  • chr0m4t1c's avatar
    chr0m4t1c
    On our wavelength
    2 months ago

    They are both 360 main boxes.  The orphaned recordings and series links did disappear once the broken box was replaced and removed from my account so it's sort of solved now, but I have to remember what links I had and also look out for the series being broadcast again to re-create them.

    In this case I only happened to miss one recording, but it could easily have been dozens and now I'm likely to miss things if series come back in 6-8 months and I don't notice.  Who on earth created such a dumb system?

    I really dislike the 360 software anyway and terrible UI design flaws like this aren't making it any more likeable.

    <Wanders off making grump noises>

  • Kevin-H's avatar
    Kevin-H
    Joining in
    4 days ago

    Hi, I have similar problem, just upgraded my V6 box to 360 software, no problems for a couple months, then had fault in box and Virgin replaced it with new one. One issue I have is some series links don't work which were setup on the old broken box, when I try to set these up a get error message:- " Sorry, we couldn't do this for you. Please try again later" Setting up new series link to other channels/programs no problem.

    I also tried Virgin Go app, similar problem, error message:- "Action not possible, your box is offline, Please turn on and try again." Again setting up new series link to other channels/programs no problem.

    I have tried all suggestions in this forum, Reboot HUB/boxes, restore factory settings etc no luck? It seems to have some link to the broken box, how do I get this sorted?

     

    Thanks Kevin

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      10 hours ago

      Thanks for reaching out to us Kevin-H, and a very warm welcome to our Community Forums!

      Sorry to hear of the difficulty faced when trying to set up some series links - with some seemingly working as expected, but others encountering the fault.

      Do you get presented with any error codes when you experience this issue at all?

      How is the set top box connected to the hub - Wi-Fi or Ethernet?

      Thanks,

      David_Bn

      • Kevin-H's avatar
        Kevin-H
        Joining in
        8 hours ago

        David thanks for reply,

        No error codes, just message, when on TV:- "Sorry, we couldn't do this for you. Please try again later" & when on Virgin Go app:- "Action not possible, your box is offline, Please turn on and try again." 

        Set top box connected to hub with Ethernet cable.

        It seems to link back to the old Box which has now been replaced?

        How can these Series links be reset, presume these are on a server somewhere/

        Thanks Kevin

    • newapollo's avatar
      newapollo
      Very Insightful Person
      9 hours ago

      Hi Kevin,

      Sorry to see the issues you are having.

      It's possible that VM's backend systems haven't updated yet with details of your new box. The Horizon 360 boxes are on a server based system.  Even though series links and links to recordings are held on the boxes hard drive the master list is held on the server and is attached to the recording box location. The server has to update with the new box information in order to clear the list, so it may still be showing the old boxes recordings and series links.

      A previous forum post (which unfortunately I can't link to as it's been archived) indicated that the '(phantom recordings and) series links' which you appear to have arise if the original box hasn't been turned off before being swapped out for the replacement box.  When this has happened it's either taken another box swap or third line support to clear the contents of the old box from the servers (systems).