Recording past and planned disappear

[angasu]

My recordings and planned recordings all disappeared, it has happened four or five times since my box was upgraded from V6 to V360 in June 2022, it had not occurred before then

I previously did a factory reset which was suggested as a possible fix but the issue occured again last night. 

Is there anything else I need to try?

Thank you for any suggestions

[roy247 · Accepted solution]

If the 360 is deleting your recordings it's a sign that the box is faulty, especially if it's done 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 which might be 2 to 3 day's.

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.

They might suggest you set the Auto delete option to off, it probably already is and shouldn't affect planned recordings but you can check by doing the following;

Press Home > Recordings > Recorded > View All > Manage Storage > Enter your pin > Auto delete when space needed > Set to Off.

[Lee_R]

Hi @angasu thanks for posting and welcome back to our community.

Sorry to hear you've lost your recordings on numerous occasions, since migrating to TV 360.  Has the advice roy247 offered, resolved your issue?  Please do keep us updated.

Regards

Lee_R

[angasu]

Hi Lee_R,

Auto delete when space needed was already set to off as Roy247 expected so no change there. 

Haven't called Virgin so far, do you think that is best next action?

Thanks,

Angasu

[Akua_A]

Thank you for letting us know @angasu 

To best look into this, I have sent you a private message. Please look out for the purple envelope and provide a response when you can. 

Thanks,

[Akua_A]

No problem at all @angasu 

Please let me know how the appointment goes and if you need any further help.

Thanks,

[angasu]

Thank You @Akua_A,

the box was replaced this morning,

Angasu

[Travis_M]

Hi @angasu 

Thanks for your response!

Absolutely great to hear so, please do keep us updated and let us know if the issue is all resolved now once you try again. 

Have a great weekend