Forum Discussion

bltnotts's avatar
bltnotts
Joining in
19 days ago

TV box having broadband connection issues

My V6 box would not turn on, following instructions from this site i did a hard set and lost all my recorded programmes and was still unable to access anything via the box. Rang Virgin Media, followed all their instructions and was told my recordings had been lost because of an upgrade. Really?? they instructed me to switch to using it via wifi and told me to change the ethernet cable ( I don't have one). It's connected via coaxial cable and hdmi, the router etc is on another floor of the property,  she said there was obviously nothing wrong with the box because it works via wifi!! Help and advice please, the box is 5 years old and worked fine until this. Thanks in advance

7 Replies

  • bltnotts's avatar
    bltnotts
    Joining in
    9 days ago

    Yes, that's what I did, not having a clue what I was doing really:-(

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

      Hi bltnotts 

      Welcome to the Community Forums. 

      Sorry to hear of your concerns with your internet connection to your set-top box. 

      Do you see any error messages at all on the Home screen or when you try to access On Demand services? 

      When you check your network settings from the Help & Settings options, does it advise your set top box is connected to the Virgin Media services at all?

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    18 days ago

    If you mean by a “hard reset”, that you used the power & plus button hold while you switch on technique, then yes, you will lose all your recordings. This wipes the hard drive & performs a complete firmware reload, so apart from a few settings you are starting from scratch again. 

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

    I think you've been told a tall tale by a CS agent who may not have understood your problem.

    V6 boxes need two connections - your incoming co-ax carries the live broadcast TV feed, the internet connection does everything else including various updates.

    In terms of losing your recordings, what exactly do you mean by "did a hard set"? Is the box functional for TV services currently?

    • bltnotts's avatar
      bltnotts
      Joining in
      9 days ago

      as nodrogd said, yes I reset using the power & plus button. 

  • Tavis75's avatar
    Tavis75
    Super solver
    19 days ago

    Is it definitely a V6 box, rather than the older TiVo box? I would guess that at 5 years old it would be a V6, as pretty sure the TiVo was phased out long before that, but just in case, the TiVo has a curved top whereas the V6 is flat.

    The V6 has to have either a Wi-Fi connection or ethernet connection, so if you don't have an ethernet cable it must previously have been using Wi-Fi (and the reset will have lost your wi-fi settings). 

    When you say you can't access anything, what do you mean, no live TV? Or just no access to on demand and apps etc.? Some of what is described sounds almost like a failed switch to the new 360 software, have you requested that at all?

    • bltnotts's avatar
      bltnotts
      Joining in
      9 days ago

      Sorry, for late reply I've been away. Yes it is the V6 box. I can access live TV, I've been advised to check the splitter and the cable for damage. According to customer Service the switch to the new 360 software hadn't been done. I'm a techno phobe :-) so it is still a work in progress. Thank You for taking the time to reply.