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Ad-hoc recording not working. Advice please?

ScottyP1991
Tuning in

Hi, 

We've noticed recently that when we watch something and decide to record the rest of the show I. E. Ad-hoc recording, that the recording does not record the show in full. For some reason it records a random time limit with no rationale or explanation. An example, I turned over to a show that was 15mins in, I then wanted to record the rest of it which was another 45mins, when I came back to the recording later in the day it only recorded 16mins. This has happened a few times now with different durations and recording times.

We've only been recently upgraded to the new virgin boxes so still still getting used to the new UI and ways of working, but pretty sure this use case isn't what should be happening.

 

Would welcome some support, thank you. 

7 REPLIES 7

japitts
Very Insightful Person
Very Insightful Person

@ScottyP1991 wrote:

We've only been recently upgraded to the new virgin boxes so still still getting used to the new UI and ways of working


You've posted in the V6 board but this suggests you have converted to TV360 and therefore don't have V6 anymore. The software is completely different if so.

Do you see the TiVo logo next to the video preview in the menus/guide?

The behaviour of the 6 tuners fundamentally differs between TiVo/V6 software & Horizon/TV360 software.

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Hi, 

 

Thanks for reply. 

 

I don't believe there is a logo on the guide when selected. The UI is very different, it shows  everything in a tabular and list format now.

 

Do I need to post this issue somewhere else? 

nodrogd
Very Insightful Person
Very Insightful Person

My fellow VIP japitts has already moved this thread to the V360 board, so hence I have removed the duplicate thread you just posted on the same board.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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japitts
Very Insightful Person
Very Insightful Person

First off, the new UI is not just a UI change, TV360 is fundamentally different software to TiVo/V6 in the same way as Apple is different to Android.

A V6 retains a live buffer of all 6 recording tuners, and if one of those is on a channel you set to record partway through a programme, that buffer is added to the live recording. If not, then the programme is recorded from the point you record it, to the end.

TV360 doesn't work this way - it's only channels that are actively recording that buffer, so unless you're watching a channel live - a programme will only be recorded from the point you request it.

If you're reporting recordings ending prematurely, that's a subtly different issue. What's your combination of master & mini-boxes? I ask because mini-boxes don't have hard drives and wholly rely on multiroom streaming for recording.

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Hi, 

 

Thanks for moving to other board. Didn't realise that could be done so just copied and put it there again. Don't use community that often. 

 

It's the latter you described in that I would turn over to it and start record but it doesn't record rest of the show, therefore prematurely ending. I don't expect it to record the start that I've missed but would expect it to record from point I press record to the end of the show whether I change channel or not etc.

 

I can also confirm there was one other item recording, maybe two, so definitely not in the 6 recordings threshold. 

Hi ScottyP1991, 

Thanks for taking the time to post about your issues in the Community.

We're sorry to hear you're having an issue with the recordings ending early on your 360 box. 

Taking a look at things this end, I can see that there are some issues that will need adjusting. 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 private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

Kath_F
Forum Team

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Hi ScottyP1991,

Thanks for coming back to me via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

➡ The technician diagnoses the faults as not being caused by our network/equipment 

➡ The technician discovers that the fault or problem relates to your equipment

➡ The technician discovers that the fault or problem relates to any system that we are not responsible for

➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Lets us know how the appointment goes. 

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs