Forum Discussion

Dipak's avatar
Dipak
Tuning in
22 days ago
Solved

Freezing picture and stuttering playback on recordings

I have tried phoning 150 but had no luck getting through, so hopefully this message will get through to someone who may be able to help.

I have a Virgin V6 box with a 1TB hard drive and once or twice a week the picture will freeze while watching television.  When this happens, the remote control does not have any effect and the only thing I have been able to do is to turn off the V6 box and then turn it on again.

I have also noticed that recordings that I have made show a lot of picture stuttering.

From what I have seen on this forum, I think that the problems I have are due to the hard drive of the V6 box being faulty.  Can I get the V6 box (with a 1TB drive) replaced by Virginmedia.

Thanks and best regards

  • Sabrina_B's avatar
    Sabrina_B
    19 days ago

    Hi Dipak 👋.

    Thanks for reaching out to us, sorry to hear of the issues you have been facing with your V6 box. so that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

4 Replies

  • japitts's avatar
    japitts
    Very Insightful Person
    22 days ago

    Can you clarify whether the box is freezing when you're watching live TV? Or is it only happening with recordings?

    If your live TV is OK... try pausing it for a short period and view it delayed. This is also a recording and uses the HDD in the same way.

    If the problem is happening on live TV, there may also be a potential signal or tuner fault

    • Dipak's avatar
      Dipak
      Tuning in
      22 days ago

      japitts

      The V6 box is freezing when watching live TV and this happens once or twice a week.  It also happens with recordings.

      • japitts's avatar
        japitts
        Very Insightful Person
        22 days ago

        In that case your issue could be one of several. A tech likely needs booking, to check your install from STB backwards. I'd suspect a box fault, but there's an outside chance that incoming signal issues could be at play.

        Either call in or wait here for a staff response, depending how much of a hurry you're in.