Constant Recurring Issues with TV360 Box

[rowdyangel]

Hi

I am on my 2nd TV360 box since switching to Virgim Media TV in April 2024. First box had a hard drive failure after weeks of issues such as apps not working, recording not working intermittently, getting storage full messages and recordings being deleted.  Turned out it was a reconditioned box.

Now I am having same issues with current box, same symptoms as last time so I think that the hard drive is failing on this box too.

Had nothing but problems with TV service since moving to Virgin. It's so unreliable and I'm seriously considering going back to previous provider once my contract ends. Sometimes cheaper isn't always best.

[rowdyangel]

It's happened again. All my recordings and planned recordings are gone! Not happy!

[rowdyangel]

Can I ask for an engineer to come and replace my box? Have tried phoning but just end up going round in circles without ever speaking to a human.

It's going to delete my recordings and planned recordings again.......this always happens after I start seeing this on the Recordings and Apps screens:

Vqcvvv

 

[newapollo]

Hi rowdyangel 

It looks like The Famous Five was partially recorded yesterday as the R icon looks like a pacman.

Coldplay:Live in Toronto  should have recorded correctly going by the R recording icon shown in your screenshot  - see the icon list on <this page> 

Have you actually clicked on 'Coldplay:Live in Toronto' to check if it plays?  If it doesn't it should  show an error code such as <CS9994>  and a message explaining the issue.   There's a full list of error codes <here>  along with possible solutions.

The thumbnails not showing within recordings and apps are usually a sign that the 360 box isn't connected to the internet. 

What does the box show under Settings > System > Diagnostics?

Do you actually see a list of recorded programs and planned recordings when you click on View All in both sections?

Do the apps actually load and play when you click on app to open it? If not that again is possibly due to the internet connection to the 360 box.

[rowdyangel]

Hi Dave,

The recordings I have currently do play without issue.

Internet connectivity showing as fine in diagnostics.

App showing CS2400 (Disney), Netflix and Prime seem OK at the moment.

Thumbnails not showing fully on Home screen, Recordings and Planned Recordings. 

Can see list view of Recordings and Planned recordings.

Channels on Guide are not showing the thumbnails (logos) for each channel.

All of these issues (from past experience) are a precursor to my Recordings and Planned Recordings being deleted. It's happened several times over the last few months.

Many thanks 

[newapollo]

Hi again @rowdyangel 

The lack of thumbnails (logos) for each channel within the EPG is again a sign of an internet networking issue. It might also result in a lot of 'To Be Announced' slates appearing within the EPG when looking for program info when scrolling a few days forward in the EPG planner.

How is your actual TV360 box connected to the internet?  Is it hard wired or are you using wifi?  Are you using a wifi extender?

If hard wired make sure that the ethernet cable is snug and tight in the hub and the 360 box, and also can you try using a different ethernet port or cable?

If it's connected wirelessly and you aren't using one of VM's wifi pods then try separating the 2.4Ghz and 5Ghz bands and then connecting the 360 to the 2.4Ghz band. It's a stronger signal and you don't need the extra speed for the 360 box. 

To do this login to the VM Hub at http://192.168.0.1/   using the Hub password (not the Wi-Fi password) Then click on Advanced Settings > Wireless > Wireless Signal and click on Disable Channel Optimization and click on Apply Changes.    Then click on Advanced Settings > Wireless > Security  and append 24 to the 2.4Ghz WiFi Network Name (SSID) so it changes for example from VM12345678 to VM1234567824 then scroll down and click on Apply Changes.

The CS2400 error cropped a few times in 2024 and mainly affected BBC channels - there was a workaround for that which was forcing the BBC channel to play without the pop up reappearing by hitting the back button on the 360 remote when the error message appeared, and then pressing pause and play.

A quick google search has taken me to the UPC (owned by Libert Global who also own VM and use the same 360 box running the same Horizon software which is LG's set top box entertainment system) website <here> which seem suggests, 

• Press the Back or Home button on the remote control. This closes the app, and the main menu is opened.
• Select the desired app and start it again.

And if that fails then 

• Check whether all the cables are correctly connected to the modem.
• Restart the UPC (your 360 box)  TV Box by carefully unplugging the power cord and plugging it back in after 30 seconds.

[rowdyangel]

Hi again Dave,

The 360 is connected via WiFi and I have a VM pod which is functioning correctly.

Many thanks.

[newapollo]

Hi again @rowdyangel 

In that case it might be a good idea to request a second wifi pod. You can have up to three free wifi pods if you are either on a volt package, or have a Gig1 or Gig2 internet connection and are receiving less than 30Mbps in every room.

It might also be a good idea to see if re-locating your current wifi pod improves the wifi signal. Ideally it should placed midpoint between your VM hub and the location that needs a stronger signal.

[rowdyangel]

Hi Dave

Pod is in ground floor hallway. 360 box is in front lounge and hub is upstairs in front box room so the pod is about halfway. Can't relocate the hub as my desktop PC in my office relies on wired connection to the hub.

I will request another VM pod though and see if that improves things with the 360 box.

Many thanks.