Virgin Media Community

[PAB79]

my recordings disappear, but reappear if I restart the TIVO box and the router

[John_GS]

Hi PAB79,

Thanks for posting and welcome to the community. I am sorry to hear of the TV box issue. This is something I've not come across before. The box is currently showing offline, can you reboot it for me and leave it on so we can run some checks?

Kind regards,

[PAB79]

Hi John, thanks for the reply. The box is rebooted and ON (at least on standby, i.e. red light, let me know if you need it ON-ON, i.e. white light). Incidentally this problem has only ever occurred following an occasion when the box has turned itself on for a period (presumably from your end for updates). Many thanks Bill

[David_Bn]

Thanks for coming back to us Bill

We wouldn't seek to switch your box off to perform updates, we would seek to perform updates whist your set top box is in standby (red light) between the hours of 02:00 and 05:00

How long has your box been switching itself off? Have you checked that all the cables are finger tight int the back of the set top box and from the box inside your property?

Kindest regards,

David_Bn 

[PAB79]

Hi David

Thanks for the reply.

Firstly, all cables are secure.  Here's some more info...

Our box is (obviously) usually left on STANDBY (red light).  It is never OFF.

Occasionally I notice first thing in the morning that it is ON (white light).

I assumed that this was the result of updates being done, maybe I'm wrong.

If I leave the box alone, it eventually turns itself back to STANDBY presumably as the result of the Eco Low Power mode 4 hour timer.

If instead I manually turn the box off straight away, this is what seems to cause the "recordings missing" problem later on.  Have I interrupted the update process?  Obviously I have stopped doing this and so far the problem has not recurred.

Thanks for all your help...

Bill

[Alex_RM]

Hi PAB79, 

Great to hear after doing your own troubleshooting this seems to have helped. 

It's quite possible that the issue was caused by interruption of the updates, without it happening again we can't say for definite. 

Please let us know if this does happen again.

Alex_Rm