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360 box has deleted all recording and planned recordings.

On our wavelength

Hi there,

At some point today 26/04/2024 our 360 box has decided to delete all of its recordings and also remove all of the future recordings form its settings/hard drive. I have noted this has happened to numerous people on this forum and the general consensus is that the 360 box's hard drive is failing. To a lesser degree also for quite a while now the power/status light has also stopped working and will only start working (briefly) if the 360 box has been soft-reset via the appropriate instructions.
So, as this is a set top box that was ported to a 360 firmware, from if I remember correctly TiVo and the internal hard drive must be a good few years old, how do I go about getting this box changed out for a new box, as I do not have any confidence that anything I now record to watch will be there when I choose to watch it.

Could I also ask if anyone else has had this happen recently to them or has the 360 box I have just become corrupted due to age.

Thanks a lot for reading this.




If the 360 has deleted your recordings and lost your planned recordings it's a sign that the box is faulty and if it's  an 'aged' V6 box then that doesn't seem to help. You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

You could also try a factory reset of the 360, and if you haven't got any recordings you might as well go for the format disk option and if or 'when' the box deletes everything again then phone Virgin.

They might suggest you set the Auto delete option to off, it probably already is and shouldn't affect planned recordings but you can check by doing the following;

Press Home > Recordings > Recorded > View All > Manage Storage > Enter your pin > Auto delete when space needed > Set to Off.


Dialled in

As stated, this seems to be a common problem that's accounted to a failing V6 box but why before "upgrading" to 3shitsty did this never happen? The common theme here is *****. The problem would appear to be with the software, not the hardware. 

Hi, do agree with that to be honest. I would of assumed by now with the multiple updates to the software, things should be better, again not as important, but the status/power light on the front worked as it should of untill the change over to 360, now you don't know if the box is on or off! Might yourself or anyone else be able to answer if an exchange box is brand new or would it be an old box that's had a bit of a clean up, as obviously the hard drive could still be years old with thousands of hours of read write use?

Thanks for taking the time to answer 

On our wavelength

Hi thanks for your input, with the loss of recordings, status/power light not working and numerous freezing and loss of sound over the last year or so. I would now, assume is the time to exchange the unit not only due to its age but the various small faults that have now been superseded by this loss of  effectively all hard drive data, albeit strange the box has remembered my login data for Prime etc! 

Thank you for your reply and your suggestions in how to contact VM and what I could do next 

Forum Team
Forum Team

Hi baz__m

Thank you for your post, sorry to hear that your recordings have been deleted from your TV box. I do appreciate how frustrating that is.

I'll be happy to arrange for a replacement TV box to be sent out to you. I've dropped you a PM now so I can take the details.

Thanks 😊