Can’t Find Hard Drive

[DaveLilley]

I have seen this problem on here before but my question is, can this be solved remotely as Virgin insist it can? I have the error message CS6002. My box cannot access or make recordings or pause live TV. It started on 15th Dec. I’ve done all the usual switch on and off. Virgin rep told me yesterday if it still wasn’t working an engineer would need to come. Today’s rep told me an engineer would cost £25 and they’d fix it remotely in 3-5 days. I assume it’s a physical problem with the box but would be grateful for any advice. Thanks

[newapollo · Accepted solution]

Sorry to see you have the CS6002 error.  If this is on a 360 mini box then it's understandable as the mini box  doesn't have a hard drive. If it is a mini box then it only pauses for a few minutes, and if you are wanting to record from a mini box then you need to esnure that the main box is turned on and set to either fast start or active start. 

If that's on the main box then you could try a factory reset, however it probably won't help,  but it's still worth trying. otherwise you'll need to contact VM Faults again (150 from a VM landline or mobile) for a replacement main box. If you do call VM it's best around 8am when lines first open and are least busy.

A member of the forum team may pick this up for you in  a day or two.

Try the factory reset as you've nothing to lose.

To factory reset go 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

Firstly try selecting Choose Keep Recordings which means you won't lose your recordings or any links you've set up (but will have to sign into apps such as iPlayer, Prime, Netflix and ITV Hub again), however since you have the "can't find hard drive" message I would also try the "Format Disk" option

[DaveLilley]

Thanks very much for replying. I only have the one box. It measures 23 x 15 x 6 cm and I got it in May 2022 so I don’t know what model it is, sorry. It says the disk is full altt t though I know it’s nowhere near full. I’ll try the reset. Thanks again. Dave

[japitts]

---

@DaveLilley wrote:

I only have the one box. It measures 23 x 15 x 6 cm and I got it in May 2022 so I don’t know what model it is, sorry.

---

Here's photos of the TV360 master box & TV360 mini box - half the height due to lack of internal hard drive. If you have only one box, it will be a master.

Any CS agent who tells you this can be resolved remotely or will cost £25 is, shall we say, misinformed. The charge relates to a non-fault callout to move equipment or for where a fault is diagnosed to a user-issue such as damage or suchlike.

[DaveLilley]

Yes it is the master box, thanks. I will ring them again tomorrow and try and get someone out. Thanks for your help

[DaveLilley]

I spoke to a very helpful lady today who immediately said this needs an engineer and has arranged a visit. All sorted in literally 2 minutes. 😀