Forum Discussion

Mint2323's avatar
Mint2323
On our wavelength
8 months ago

V6 box slow, unable to get past the checks, stuck on loading info

Hi, our V6 box is having an issue.

It is extremely slow and unresponsive at times, recording will have a lot of skipping and a complete TV guide no longer loads and will get stuck when trying to view.

The V6 box has wired internet and a different box works fine in the same location.

When I check the progress on the network connection section its showing always around 14% (loading info bit) but even left for days will never go further.

I have tried multiple reboots, different cables (we have multiple boxes so easy to test) but I feel the box itself has an issue.

Could someone help.

  • japitts's avatar
    japitts
    Very Insightful Person

    Your symptoms sound like potential hard drive issues, most notably the recording issues you mention.

    You've not described any problems with live TV (this doesn't use the internet) - do you have any? If not, try pausing live TV and watch slightly delayed by a few minutes. This is also a recording and uses the HDD in the same way.

    Does this play up? Clear HDD issues if so. Call it in as a fault (or wait here a few days), get a tech visit and have the V6 replaced.

  • Mint2323's avatar
    Mint2323
    On our wavelength

    Thank you for helping japitts,

    Live TV seems ok, sometimes the actually channel takes a while to show from a black screen but I do not recall any issue once its showing.

    I will test the pausing as mentioned and hopefully someone from VM might be about by then.

    Could it be an area issue?

    The basic online check shows all ok.

  • japitts's avatar
    japitts
    Very Insightful Person

    I very much doubt this is an area fault, you also mentioned "a different box works fine in the same location" - proving a likely box problem.

    The slow tuning could be a tuner issue, or the HDD creating an initial buffer. Either way - the pausing experiment will be the acid test.

    • Mint2323's avatar
      Mint2323
      On our wavelength

      Thanks japitts, yes your test highlighted the stutter issue.

      So would seem to point to the HDD as you suggested.

      • Kath_P's avatar
        Kath_P
        Forum Team

        Hi Mint2323, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

        We're sorry to hear you've been having an issue with one of your V6 boxes. Based on the checks you've run already and what you've described, it certainly sounds like japitts is right and there is a HDD issue with the box. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

        I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks,