Forum Discussion

BeckyAP's avatar
BeckyAP
Tuning in
5 months ago

Unable to record

I absolutely agree.  Do not go to the 360, I won't say upgrade because it definitely isn't.   We have been told that we cannot record using this system, we have spoken to tech support and complaints and we are stuck with something that is basically useless to us.  We can't even go back to our old box because it has been deactivated in some way.

The only solution is to buy out of the contract, despite not being told originally that it wouldn't record and then ringing as soon as we found out.  So much for the 14 day cooling off period. 

An absolute joke.  Talk Talk here we come after 30 years with Virgin.

15 Replies

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

    Your post has been moved to a new thread, I think you have a different issue to that of the other posters.

    TV360 is fully capable of recording, so what's the issue you have with setting or viewing recordings?

    • BeckyAP's avatar
      BeckyAP
      Tuning in
      5 months ago

      When we called tech support they said that it was a streaming only box and that was all we were going to get.  They never mentioned another box.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 months ago
    BeckyAP wrote:

    So much for the 14 day cooling off period

    If you rang within the 14 days, you should be reverted to your old contract.  However, if during this period VM moved you to the Horizon 360, that can't be reversed as far as I know.

    This may have left you in limbo, as the old contract was, I assume, a Tivo /V6 box?  Irrespective of this, the 14 day cooling off period should still stand?

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

      The statutory 14days cancellation period applies to any billing changes, thus any new contract can be backed out within this timeframe.

      It doesn't apply to the software migration from TiVo/V6 > TV360, for which I think you'll struggle to argue is a contract issue.

      I still think there's a fault scenario in the OP's problems.

  • roy247's avatar
    roy247
    Hero
    5 months ago

    Which box or boxes do you have the top picture is the stream box which can't record, the bottom picture has the 360 main box on the left which has a hard drive and can record, the mini box on the right can't record but can set recordings on the main box if you have both.

     

    • BeckyAP's avatar
      BeckyAP
      Tuning in
      5 months ago

      They only sent us the mini box, they said that would be all that we needed.

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    5 months ago

    Hi BeckyAP thanks for posting although we're sorry to hear of the concerns you've raised here regarding your TV box.

    You should definitely be able to record if you've been moved to TV360, so please can you clarify which box you've been provided with so we can assist?

    Many thanks

    • BeckyAP's avatar
      BeckyAP
      Tuning in
      5 months ago

      Hi

      It is a 360 streaming box serial number, SBWB50913009.  The paperwork that came with it says that it records but it doesn't.  We have spoken to your technical desk twice and they have confirmed that it doesn't.

       

      Kind regards 

      Rebecca

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

        It is a 360 streaming box

        I appreciate you wouldn't know otherwise, but in terminology terms this is a contradiction and is a bit like referring to an "Apple iPhone running an Android upgrade"

        A TV360 box refers to a recording box running Horizon-software, and comes in master & mini versions. The master has a hard drive, the mini doesn't.

        A Stream box refers to a non-recording box also running Horizon-software but without any local storage facility.

        I suspect this is the root of your problems, as mentioned in numerous previous posts. If you have a TV360-mini, it relies on a TV360-master for recording but is capable of setting programmes to record. A TV360 master can record, and if it's not doing so - there's a fault. A Stream box is not capable of recording and won't give you the options.

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

    Strange, how is this box connected?  Does it have a co-ax cable and a WiFi or Ethernet connection?

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    5 months ago

    Seems to be the VM policy to continually downgrade their TV boxes.

    V6 is better than 360, which is better than  Stream. The newer the box,  the less functions it has. Some sort of masterplan, I'm sure.....

  • Stubill's avatar
    Stubill
    Dialled in
    5 months ago

    I had the same issue when our out of date Tivo box was replaced with a 360 mini. This was then rectified when VM sent me another controller and then a software upgrade for the V6 box. Everything now gets recorded on the old V6 now 360 main box and is streamed to the other. Recordings can be made from both.

    Both were free upgrades.