Issue watching recordings

[Peggy3019]

Been on virgin media since the end of March and have issues watching recordings. They pause/hesitate for a few seconds and it’s got to the stage where I don’t want to watch anything. There are previous posts on this issue but have virgin acknowledged there are issues?

I have factory reset the box, which is an Arris DCX960. I have also disconnected the cables etc but the problem still exists.

I would imagine that virgin think there is not a problem despite many forum posts.

[Royalbeech]

No one has acknowledged me as yet on this issue, but a Molly_g has acknowledged one person and checked their system and can see a signal issue, so I have asked her if she could do the same for me. Lets hope she see my request? 

[Peggy3019]

Fingers crossed, very annoying

[Royalbeech]

Molly_G has contacted me and has checked my system and there is an issue, so setting up an engineer visit.

[Peggy3019]

Hopefully you’ll have the issue sorted shortly then. Let me know how you get on

[Zak_M]

Good morning @Peggy3019

Welcome back to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your services. 

Are you able to let me know, how is your box connected to the internet? Is this via a wired or WiFi connection? 

Kind regards,

Zak_M

[Peggy3019]

I believe that I is wi fi connected

[Zak_M]

Thank you for coming back to me.

Are you having issues with any devices dropping connection or buffering? 

Kind regards,

Zak_M

[Peggy3019]

Very occasionally upstairs when watching on demand.

[Royalbeech · Accepted solution]

All got sorted yesterday, new box installed as the Hard drive was dieing. 

All seem fine now.