Recorded playback freezing, stuttering, pixelated.

[alistairgd]

I’ve restarted the box and checked all cables. Watching recorded shows is impossible due to freezing and stuttering though.  

Do I need a new box? I’m not sure how to identify which type of box I currently have. 

[japitts]

The boxes are shown at https://www.virginmedia.com/care/tv-fault/which-tv-box - TiVo & V6 both run TiVo-firmware

On the assumption that live TV is unaffected and working fine, try pausing a live channel for a short time and watch it delayed. This is also a recording, and uses the hard drive in the same way.

If this is pixellated and breaks up, you have confirmation of a hard drive fault. Follow the usual faults reporting route, you should get a tech visit with a box replacement. Faulty TiVo's are replaced with V6 as a matter of course - providing you have VM home broadband.

[alistairgd]

Thanks for the link. From the photo the V6 and 360 look identical though, only the remotes give a clue so I will have to conclude I have a V6 box.

I'll report the fault, thanks.

[japitts]

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@alistairgd wrote:

From the photo the V6 and 360 look identical though, only the remotes give a clue so I will have to conclude I have a V6 box.

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Not relevant for this scenario, a failing hard drive is a failing hard drive, but...

You're right V6 & TV360 use the same hardware - the difference is the software. V6 runs TiVo-software and has the TiVo-logo in the top-right corner of the menu system next to the video preview screen. TV360 runs Horizon software and doesn't.

[Daniel_Et]

Hi @alistairgd, thank you for your posts.

We're sorry to hear about the problem you've been having 😔

I can see you've spoken to the team since your latest post. Has a resolution to the fault been provided?

Please pop back to us at your earliest convenience.

Thank you for your support @japitts 👍

Regards,
Daniel