Forum Discussion

AntoniJ1975's avatar
AntoniJ1975
Up to speed
2 months ago

Upgraded to 360 but can't record

Hello,

I recently took advantage of the free upgrade from my main (and only) V6 box to 360. After one or two hiccups the upgrade went fine and I find the voice activation especially useful for my elderly dad who is sight impaired. 

However he tried to record a program yesterday and it didn't work. When he tried to record an episode of Kojak it offered to record the series or just the episode so he selected just the episode. Instead of recording a small box appeared in the upper right corner saying that it couldn't record right now try again later. When he checked recordings it listed the Kojak episode with a red exclamation mark next to it with a technical error. It also is saying that his storage device is full but this isn't the case as I deleted all recordings before upgrading and there are no recordings on the device at all.

We are now stuck as to what to do it will not record any series either. Am I doing something wrong or is the fault your end, anything I can try to fix the problem? I never had any issues when it was the V6 and recorded many programs so I don't think it can be the storage device.

Thanks.

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

    Either the box HDD has failed or there is a provisioning error. V360 Horizon is a server based system, so while the recordings are held locally, all the disk management is run from the server at VMs end. Give customer services a call & if they cannot fix it remotely it will probably end in a box replacement.

  • AntoniJ1975's avatar
    AntoniJ1975
    Up to speed
    2 months ago

    We have now discovered new problems such as the box not saving log in information and also when trying to watch ITVX the error ITV-1s-6006. I did turn the box off at the wall for 30s but this didn't help and it took a long time to finally boot up to the channels. I did test other app bbciPlayer which did work though. I am at a loss what to do, will I need a new box? Can it be sorted out your end?... thanks in advance.

    • roy247's avatar
      roy247
      Superstar
      2 months ago

      If you have a faulty box 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 hopefully you should then be placed into a queue to speak to someone.

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      2 months ago

      Hi AntoniJ1975 thanks for your post although we're sorry to hear of your concerns raised here.

      We do wish to help here so please allow us to send you a PM to discuss further and respond directly when you can!
      Many thanks