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Recordings Lost

Joining in


My VM 360 box has now lost my recording (planned and recorded) for the third time!!!! 

Box has not been recently switch off or reset to cause this.  The Auto Delete setting is off.

The box is an old Tivo one that was upgraded to VM TV 360.

I think I need the box replacing.  Can someone from VM please contact me to arrange this.

Thank you.


Forum Team
Forum Team

Hi there @gamil01 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issues with your recordings, I would like to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Forum Team
Forum Team

Hello again @gamil01 

Thanks so much for your private message and confirming your address, I have now booked you a visit for set top box – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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 My VM 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