Virgin TV 360 Box appears to be faulty

Question

About a week ago I discovered that all the TV programs I had previously recorded using the 360 Box had been deleted. Since then the recording facility sometimes works and sometime doesn't. By 'working' I mean that I can go to the recorded program and watch it from start to finish in the normal way. By 'not working' I mean that I go to a recorded program and start watching. At some stage in the middle of the program it stops and a message comes onto the screen stating: "Failed to play recording CS220. There's an issue playing this recording. Please try again. If the problem continues please call Virginmedia 150 or 0345 454 1111 from another network."&nbsp; The problem has continued. I did try phoning those two numbers but have been unable to get to speak to anyone, so I am now trying this forum. I of course have already spent some time searching through this forum and reading previous questions and replies regarding faulty 360 boxes. I have tried out the tips that were provided by helpful users but they have not made any difference. Can someone help me, please.

Carley_S · Answer

Hi wstranney&nbsp;
Welcome to the Community Forums.&nbsp;
Sorry to hear of your concerns with your recordings.&nbsp;
How do you have your set-top box connected to the internet? Is this through WiFi or via an ethernet connection?&nbsp;
If it's over WiFi, do you have any issues with WiFi in that room?
Do you find you can watch OnDemand and Catch services with no issues?&nbsp;

wstranney · Answer

Carley,Thanks for contacting me. It was connected by wifi before today. I had been wondering about the wifi and today I attached an ethernet cable. That took some work drilling down through an upper floor from the upstairs located router and then through a wall from our front hall into the living room. The upstairs router location was why it was attached by wifi for convenience during the initial installation some years ago. The tv box worked normally this evening and I am keeping my fingers&nbsp; crossed and hoping the problem is now solved. I will wait for two or three days and if all is still well I will write a note on the forum here to indicate this. Thank you for your helpful reply to my enquiry.

Molly_T · Answer

Hi wstranney 👋 Thanks for getting back to us with this update about your setup.&nbsp;
Glad to hear it's been working since the swap to ethernet! 🤞 Hopefully that's it sorted.&nbsp;
Keep us posted, and we will be here to offer further help if needed.&nbsp;

wstranney · Answer

Hi Molly,&nbsp; I'm afraid the TV Box still is not working properly despite having been successfully attached using an ethernet cable. My wife has kept a record this time as she is the main user: Two days ago at 9.40pm she tried to watch an ITV program she had started recording at about 9pm. The recorded program did start playing but then stopped after a short time. An error number CS2200 then appeared on the screen. Yesterday she started watching a BBC1 recorded program at 7.50pm. The same thing happened with the same CS number. At 9.10 that same evening she tried to watch a BBC1 recording and got a CS2214 error number. Soon after that she tried to play a live program and got a CS2217 number. &nbsp; Does this pattern of events and error numbers make any sense? Does it indicate a software or hardware problem? Any help appreciated. [We have a 55 inch Panasonic smart tv, about 4 years old - if that information is of any relevance]. Thank you.

Steven_L · Answer

Thanks for coming back to us wstranney. This sounds like its a fault with the box hardware. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
 Kind Regards,
 Steven_L

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Virgin TV 360 Box appears to be faulty

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