Netflix access problem then all my recordings disappeared, AGAIN!

[kteirvine]

I have a TV360 box master (living room) and a slave (Bedroom). Last Tuesday (25th June) I tried to watch Netflix on the Master and got the first of two completely different error messages. Meanwhile, I was able to watch Netflix on the slave, two PC's, 2 Android phones and an iPad Pro.

The Netflix logo stayed on the screen instead of going to its menu. After a few minutes I received the first was error code, tvq-pb-101(8.1) (There's an issue with your streaming device. Let's try exiting Netflix and then reopening it...". When I did that I got the same start screen as before, but this time the error code changed to CS2400 (App not accessible. Sorry Netflix isn't launching at the moment. Please try again later.). I checked every day and it was the same codes (mainly CS2400). Occasionally the Netflix menu would appear, only to go the error code when I clicked on the programme.

Tonight I swapped the two boxes over and the slave worked where the master hadn't previously. I then went in to the recordings menu and all my recordings had disappeared. This is the FIFTH time since Xmas Eve 2023 that all the recordings have vanished. It also happened on 29th January, 14th February (had the same error CS2400 on Netflix then too). The last time was 4th May. Each time the slave box in the bedroom has continued to work perfectly fine. 

When it happened in May, the helpdesk got me to run the same checks as usual and said they'd do others outwith the call. Someone called me a few days later and asked if it was fixed. I told them since it had happened totally randomly 3 times previously I obviously wouldn't know unless it happened again. Well now it has.

Everything I've read online says that these issues point to a faulty box. I have told the helpdesk this each time and must have wasted several (wo)man days on this problem, not to mention being deprived of a service that I'm paying for. My contract is ending in 3 weeks and I'm seriously considering chucking Virgin after at least 20 years being with it and its predecessors.

I left it too late to call the Helpdesk tonight, but to be honest I'm sick fed up with this carry-on. My Mum passed away last month, I have a sister with special needs and my own house to run. I don't need expensive technology to fail when I get a rare time to relax. How do I get a replacement box?

[roy247]

As you probably don't want to have to call Virgin again sit tight and wait for one of the forum team to respond which could be 2 to 3 days, don't bump the post back up because it will probably delay a response.

[Kath_P]

Hi kteirvine, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear about your recent circumstances. At times like these, it's not much to expect things to work correctly. We'd like to arrange for an engineer to come to take a look at things for you. If needed, they will then replace the box on the visit for you.

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[kteirvine]

Hi Kathleen, I've replied to your message 😀

[Kath_P]

Hi @kteirvine, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment 
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

[kteirvine]

Hi Kath_F I have sent you another message as appt doesn't suit and your system won't let me change it. Also our telephone number showing on the appt is completely wrong. We haven't had that number for over a decade  Can you please have it amended. Many thanks.

[Robert_P]

Kath is out of the office today but will reply upon her return tomorrow.

[kteirvine]

@Kath_F Just to advise the engineer came out today and immediately said everything pointed to a hard drive failure. He replaced the box and said he was confident this would sort the issue. Thanks for your help in securing this appointment for me 😃