Forum Discussion

Deanclark40's avatar
Deanclark40
Tuning in
5 months ago
Solved

Tv360 recordings and scheduling disappeared

I have a 360 box. Suddenly yesterday all my recordings and scheduling have disappeared. The box was about 30% full and at 1TB I wouldn’t expect it to be a problem recording masses more. The settings are not to delete when space is full, so it can’t be this reason. After an hour of back and forth chat with an agent I was told that there was nothing wrong with my box (clearly there is) and they could not recover any of the 40 plus programs. They said they would keep an eye on this for any future occurrence. Really!!! This is the 2nd time in 12 months this has happened and  clearly I have a faulty box, and when I asked for mine to be replaced the agent completely ignored this and ended the chat!!!

what’s the point of having a 1TB box to record loads of stuff only to be fearful that they will be deleted. 
there used be a recovery function on previous versions or boxes WHY remove this ??

Very frustrating and poor service which will be taken into consideration at contact renewal.

 

  • No you can't recover deleted recordings, there is no undelete option with the 360 software unlike the V6 TiVo software.

    If the 360 has deleted your recordings and planned recordings it's a sign that the box is faulty.

    Chat to any customer service isn't worth it from my experience depending on what your problem is.

    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.

    When phoning choose the option to report a fault, then ignore all the options offered and you should then hopefully be placed into a queue to speak to someone.

  • No you can't recover deleted recordings, there is no undelete option with the 360 software unlike the V6 TiVo software.

    If the 360 has deleted your recordings and planned recordings it's a sign that the box is faulty.

    Chat to any customer service isn't worth it from my experience depending on what your problem is.

    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.

    When phoning choose the option to report a fault, then ignore all the options offered and you should then hopefully be placed into a queue to speak to someone.

  • Hi Deanclark40 👋

    Welcome back to our Community Forums and thanks for your post.

    I am sorry to hear about the issues with your TV Box.

    I'm going to pop you a PM 📩 now to assist further.

    Hope to hear from you soon 🙂

     

  • Thanks for confirming the requested details via PM Deanclark40 

    I've booked a engineer for you to come out and have a look into the issue with your TV box. You can find confirmation of the visit via your 👉 online account.

    Let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

     

    •The engineer diagnoses the faults as not being caused by our network/equipment 
    •The engineer discovers that the fault or problem relates to your equipment
    •The engineer discovers that the fault or problem relates to any system that we are not responsible for

     

    The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

     

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

     

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Let us know how the visit goes!