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Lost all recordings and planned recordings again

dave1957
Joining in

I recently went to recordings and received a message to say there was a problem. I switched the box off on the rocker switch on the back of the box and switch it back on again. Now I have lost all my recordings and planned recordings. This has happened twice before and both times I followed advise on here to do a reset and reformat drive. I'm very reluctant to do this again as it's nightmare that I've lost all my recordings and I have to set up all planned recordings again.

I have also been having problems lately with the box not starting up when I turn it on via the remote, I have to resort to switching off and on again at the switch (rebooting).

I suspect that it is a fault with the box. I'm not sure that it is even a 360 box as I was upgraded to 360 some time ago but the old V6 box wasn't switched out for a 360. The operating system was downloaded and upgraded and I received a new remote.

Could one of the forum team please raise a fault for me?

7 REPLIES 7

nodrogd
Very Insightful Person
Very Insightful Person

The hardware used by both Horizon & TiVO firmware platforms is the same.

However, the older the migrated box is the more likely you are to have issues. 1st generation Arris manufactured boxes are the only ones that can be migrated from TiVO to Horizon. These have been superseded by Humax & now new gen Arris manufactured boxes that only run Horizon. If your box is replaced you will get one of these.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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newapollo
Very Insightful Person
Very Insightful Person

There are two options when performing a factory reset. The usual advice posted on the forums when performing a factory reset is to select the first option (Keep Recordings)

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. 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.

 

Dave
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Carley_S
Forum Team
Forum Team

Hi @dave1957 

Welcome back to the community forums 

Sorry to hear you're having an issues with your recordings. 

Please can you try the reset option that keeps the recordings to see if this resolves the issue for you?

If not, please let us know how you connect your set top box to the internet and if you've any issues with watching OnDemand and streaming apps as well. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Hi,

I have tried resetting and keeping recordings. I won't know if this has fixed anything until it crashes again, which it has done several times over the last year or two. I don't want to set up all my series recording again only to find that in six months it crashes and I loose everything again.

My set top box is connected by Ethernet cable to the hub and I don't have any issues watching on demand and streaming.

Dave

Hi @dave1957 

If you could do the reset again for us and without keeping any recordings, to start afresh if you will. 

Then keep an eye on it for us, as that's all raising a fault would do and the reset would be needed to test if the box is the issue.

Best wishes.

John_GS
Forum Team


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Sorry I am not going to reset and delete all recordings again. I did this a week ago and since then I have recorded a number of programs and set up some series recordings; I don't want to loose all these again.

I have also been getting another problem lately which I think points to there being a problem with the box. Some times when I first turn the box on, using the remote (this turns my TV and box on), The box doesn't start up and there is no connection to the TV. I do however have sound (my sound is connected by optical cable to my surround sound system) just no picture. I have to turn the box off using the button on the front and turn it back on again. Some times I have to do this more than once before the box will start up and Virgin Media appears on the TV.

Thanks for your help so far,

Dave

 

Hey dave1957,  thank you for reaching out and we would advise doing this, however this is up to you.

The box can take a while to come on this is normal.

With the sound, please can you try this without the sound bar connected and let me know if there is a major difference or not. Cheers 

Matt - Forum Team


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