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.

[Ayisha_B]

Your PM has been received and my colleague will seek to reply as soon as possible.

Thank you

[Peggy3019]

Again 3 recordings failed tonight due to technical difficulties, unable to record even once we'd noticed. Come on virgin sort this beyond a joke now, not a great experience since we became customers in March.

[Akua_A]

Sorry to the delay in response @Peggy3019

We can understand the frustration this on going issue may be causing.

Our colleague handling your case will aim to get back to you as possible with a resolution.

We thank you in advance for your patience.

[Peggy3019]

What colour should the light be on my hub? I believe it to be a 3.0

[Peggy3019]

Just tried pausing for a minute or so, when I resumed the program restarted at the live point 

[japitts]

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@Peggy3019 wrote:

Just tried pausing for a minute or so, when I resumed the program restarted at the live point 

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When you un-pause, the programme should resume from the point at which you paused. Are you saying the pause time was effectively lost, and the box jumped to live?

[Peggy3019]

I am yes, tried it on a few channels and all the same

[Peggy3019]

U

 

ou can see here what has failed to record since last night

[Sofia_B]

Thanks for chatting with me over PM @Peggy3019. 

I've booked a technician in for you to come take a look at this and get the issue resolved. 

You can find details of the appointment via your My Virgin Media account. If the scheduled time/date doesn't work for you, you'll be able to amend this here. 

Please keep us updated on how the appointment goes 🙂

Thanks,