v6 box is wiping recordings

Question

I have a V6 box and have been experiencing issues over the past few months. Initially, all my recordings got wiped on the V6 box in November, so I lost up to about a year's worth of series and movies. I ignored this and just set up other recordings, but just before the new year, this happened again, and once again yesterday. I did a reset and a hard format via the settings after the new year.

I'm also experiencing intermittent issues where the TV won't pause or record, so I assume the main V6 box is faulty.

How do I go about getting a replacement box?

regards

Steve

japitts · Answer

Can you explain how exactly you "did a hard format via the settings"? What was the menu path you followed? I only ask because I suspect you don't have a V6, but have converted to TV360 instead. The symptoms you've described are not uncommon with TV360 but highly unusual for V6 - the two run very different software platforms.

Fault reporting is always via phone initially - 150 from a VM landline, or 0345 4541111 from any other phone. Or by waiting around this board for a couple of days if the issue is not time-sensitive.

steveh9999 · Answer

It was working fine till last night and my tv boxes (both of them) show error CS9993 and all channels if clicked have a popup 'Upgrade to view'?

I had a payment to make on Tuesday (£20 for dec + jan) which was paid and today it shows another £10.40 (not sure what for) so i paid that at 10 am this morning and was finally able to setup my direct debit.

but i still cannot view any channels on either of my tv 360 box? any ideas?

regards

Steve

roy247 · Answer

Am I right in thinking that your broadband is still working if you are posting here, you could try rebooting both boxes if you haven't already tried that and if it doesn't work I would call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone and select the leaving option, they are usually UK based and easier to understand. You might need to wait until tomorrow morning and then call around 8am when they open.

It might just be a timing problem waiting for Virgins systems to update.

Alex_RM · Answer

Hi steveh9999,
Thanks for posting and sorry to hear you've had some issue with your TV box. We can see you've been able to contact us after posting, if you do still need help with this please let us know.
Alex_Rm

japitts · Answer

Looks like someone else has found your previous posts mentioning a CS9993 error and TV360, confirming my suspicions.

When you converted to TV360, your box had the TiVo software replaced with Horizon, it stopped being a V6 and started a new life as TV360. I suspect your box does have a hard drive issue.

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v6 box is wiping recordings

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