Distortion when replaying recordings from Virgin Box

[AnsteySteve]

I have an occasional issue when trying to watch recordings made on the hard drive of the Virgin Box when the picture and sound are distorted and unwatchable. It looks as if the TV is trying to show the recording and what ever TV programme is being shown live on the Virgin Box at the same time and they are clashing with each other.

I have tried turning off the Virgin Box and the TV and restarting but have the same problem. This seems to be an intermittent problem. Any idea what is causing it and how I can resolved the problem. Thanks for any help with this.

[roy247 · Accepted solution]

I would try a factory reset.

The factory reset has 2 options it's only a partial system reset and not a complete factory reset if you select the Keep recordings option.

These are the factory reset options.

Keep Recordings
Format Disk

If you choose the Keep Recordings option that means you won't lose your recordings and any planned recordings or series links you've set up, but 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.

If that doesn't work you might have a faulty box 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 hopefully you should then be placed into a queue to speak to someone.

Is it all random the channel the recordings were made on and the channel playing in the background. Have you also tried a different HDMI cable and connector on the TV just to rule out anything there.

[japitts]

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@AnsteySteve wrote:

I have an occasional issue when trying to watch recordings made on the hard drive of the Virgin Box when the picture and sound are distorted and unwatchable.

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You've not mentioned any problems with live TV, so I'll presume that's OK. Try pausing live TV for a short time and watching it delayed. This is also a recording and uses the hard drive in the same way - is this also affected?

Are you watching on a mini-box or master-box?

[AnsteySteve]

Thanks for your reply and your suggested solutions. I will try them if the problem persists. I did play around with it a bit and it only seemed to be a problem for one of my recordings - the rest played ok. It makes me wonder whether the problem originated from the original recording.

[AnsteySteve]

There was no problem watching live TV and the problem only seemed to occur with the one recording with others playing back ok. I tried changing the live TV channel and it seemed to be trying to show that and the recording at the same time. It is a very intermittent problem but has happened on a few occasions.