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Planned & current recordings ALL dissapeared.

Joining in

I am a new customer. Only had Virgin service for 6 weeks....

Tech support have been advised, but say they can only pass the fault on.

I can see from searching this forum, I'm not alone and this has happened multiple times to others.



If you go to Settings, Info, About, and check the hardware version to see if it says Arris or Humax, if it says Arris it will be an older V6 refurbished box that passed testing. If it's a Humax then you have been unlucky as these are the newer boxes.

If the 360 is deleting your recordings it's a sign that the box is faulty, especially if it's does it more than once. You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

You can also try a factory reset of the 360, if you haven't got any recordings you might as well go for the format disk option and if or 'when' the box deletes everything again then phone Virgin.

To factory reset go to Settings > System > Factory Reset.

It's only a partial system reset and not a complete factory reset. You are given 2 options,

Keep Recordings
Format Disk

Choosing Keep Recordings, 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.

Also go to Home, Recordings, View all, Manage storage, enter your PIN, and turn off Auto -delete,  you might also want to set Ask to delete after watching to off as well.


Hi @cybermedic 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are having issues with recordings disappearing. We can understand the inconvenience caused. I can see you recently contacted our team who advised on this. Was the great advice given by @roy247 also useful? 

Do you need any further help?


Forum Team

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