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wstranney's avatar
wstranney
On our wavelength
28 days ago
Solved

Virgin TV 360 Box appears to be faulty

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."  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.

  • wstranney's avatar
    wstranney
    11 days ago

    A week has passed since the engineer did his work and our Virgin TV 360 Box and router are working well. Thank you to both him and the Forum Team members for all your advice and help.

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    25 days ago

    Hi wstranney 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your recordings. 

    How do you have your set-top box connected to the internet? Is this through WiFi or via an ethernet connection? 

    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? 

    • wstranney's avatar
      wstranney
      On our wavelength
      25 days ago

      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  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's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        22 days ago

        Hi wstranney 👋 Thanks for getting back to us with this update about your setup. 

        Glad to hear it's been working since the swap to ethernet! 🤞 Hopefully that's it sorted. 

        Keep us posted, and we will be here to offer further help if needed. 

  • wstranney's avatar
    wstranney
    On our wavelength
    18 days ago

    Update on my Virgin 360 box issue. An engineer came today and checked my Virgin 360 box and router hub. He found that both were faulty and replaced them with the same model of box and hub. I'm very pleased about that. I will report back here in about a week after I have had a chance to use the system. If there is no reoccurence of the issues I will then declare it resolved.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      15 days ago

      Hi wstranney,

      Thanks for the update, we're happy to hear the engineer identified the issue and offered a fix. 

      Please do let us know if you have any further concerns and we'd be happy to help.  

  • wstranney's avatar
    wstranney
    On our wavelength
    11 days ago

    A week has passed since the engineer did his work and our Virgin TV 360 Box and router are working well. Thank you to both him and the Forum Team members for all your advice and help.