Faulty box

[cust557]

Hello Virgin Media

Need some help.  We have a faulty 360 box, it was recently replaced by tech support however it is unusable.

It was incredibly difficult booking an engineer last time through telephone support, so hopefully you can help this time.

Every two days or so, our box will continually show 'recording failed' , storage full.  We have factory reset the box countless times, continually loosing all our logged in services and as such have now stopped using it all together,

We have also lost the ability to record shows and enjoy this feature as it keeps failing, loosing the entire disk contents.

We can either knock the services down to broadband only or try one more replacement.

the latest error is TVQ PB 101 (8.1)

We also have CS2000 repeatedly showing, unable to pause live channels

Also CS2214

We won't be willing to factory reset the box again or waste further time

Appreciate any help you can provide ASAP.

Thank you

[cust557]

we had a box that started doing this, replaced it and the replacement is worse.  experienced the exact same problem with tech support telling me i had no issue with my first box.  There will be one more try, if it continues the service will be reduced down to broadband only

[roy247]

Sounds like a possible faulty box.

The error  TVQ PB 101 (8.1) is a Netflix error  

If you go to Recordings, View all, you will see a % number of how full the hard drive is.

A factory reset of the box shouldn't lose any recordings if you select the keep recordings option if it does then it is a sign that the box is faulty.

Another test of the hard drive is can you pause and rewind live TV without any problems.

[cust557]

Need help to book an engineer, any forum mods able to help? box needs factory reset every 2 days and can only be used for live tv

[newapollo]

Hi @cust557 

CS2214 (recording playout failed) can be caused because the 360 has lost it's internet connection, possibly due to a local issue or loose cabling.

However in your case it's definitley indicative of a hard drive issue as you keep seeing messages showing 'recording failed' and storage full. This also ties in with your CS2000 error repeatedly showing, 'unable to pause live channels'.

Your box should be replaced. A member of the forum team may pick this up for you in a day or two.

[John_GS · Accepted solution]

Hi @cust557 

Thanks for posting and welcome to the community. Sorry to hear and see of this happening to the TV box.

I'll send you a PM now to assist further.

[cust557]

John, a huge thank you for engaging on this.  I waited patiently for a forum response as my preferred method and I wasn't disappointed.

The engineer attended and I explained the situation, on this occasion, while we expect the box is possibly faulty, we have implemented a better solution for the TV360 platform, where only one of two boxes is charged with the recording functionality.

Our previous two boxes are legacy Tivo V6, upgraded to 360, with one being a refurb more problematic than its predecessor, but we understand now the optimal way to run 360 is with a primary recording box rather than two.  Fingers crossed

Thanks Again

[Matthew_ML]

Glad to hear my colleague helped you out and everything is working as it should be.

If you need anything in the near future please do let us know 🙂