360 has deleted all the recordings

[MickLee]

Hi our 360 ( this being a TIVO box that was converted to 360) has deleted ( very annoyingly) all of our recording and now has minimal planned recordings. Seemingly can’t recover the deleted items. From what I can read this means the box is becoming faulty.

What should be the next action with Virgin ?

Cheers

Mick

[roy247 · Accepted solution]

Does sound like you need the box replacing.

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.

[newapollo]

Hi Mick

You could try performing a factory reset by going to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

Normally I would suggest choosing Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them. However in your case it wouldn't harm to try the Format Disk option.

If that doesn't fix the issue then you should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[roy247]

Best time to call would be at 8am when the lines open but sometimes you get lucky. 🤞

[Ashleigh_C]

Hi there @MickLee 

Thank you so much for your post and welcome back to the forums it's great to have you here. 

I am so sorry that you have faced this issue with your set top box and a big thank you to our community members for their help so far. 

I can see that you have spoken to our teams who have run some checks for you, can I ask how things are looking since the call?

[MickLee]

Hi Ashleigh. Currently haven’t spoken with anyone - so no tests have taken place.

The most action I’ve done so far is start recording things again and have a number of planned recordings now put in place. In simple terms I’m testing if this issue continues to be a problem.

I take it you can run the tests ( or arrange for them to be done). Presume you’ll then tell me if any fault exists. Clearly if the problem recurs ( which if it does it becomes a real pain in the posterior and removes a facility that is vitally important to our viewing pleasure) then presumably some of the kit needs looking at by a technician / replacing. If it continues to lose our recordings etc I’ll get back to you ( presuming here that the test don’t throw any errors up).

Thanks for your help so far  - appreciated. Look forward to hearing back from you.

Regards

Mick

[Carley_S]

Thanks for coming back @MickLee 
@newapollo has kindly posted above a check and steps on how to reset to try to see if this helps resolve the issue for you at your side. 

Let us know if these steps have helped at all or if anything changes at all at your side. 

[Go_Sons]

I have same issue. I've been on holiday when I came home all my recordings are lost. It's a 360 box.

Please advise

Regards [REMOVED]

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Alex_RM]

Hi Go_Sons, 

Thanks for posting and sorry to see you're having some issues with your 360.

Can you confirm if you've followed the advice from newapollo?

Alex_Rm