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KyloClarets
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Recordings unwatchable

My recordings are unwatchable. They play for a couple of minutes then stop/start constantly. One recording only played the same couple of minutes over and over. Does anyone have a solution??

newapollo
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Re: Recordings unwatchable

Do you have any problems when you pause live TV?

Have you tried rebooting the 360?

You could try a Factory Reset.(it's actually not a complete reset, you won't lose your recordings) You will however have to sign into apps again such as iPlayer, ITV Hub, Prime and Netflix.

To factory reset go to Settings (the cog at end of of the right hand side of the Home menu) > System > Factory Reset.

Dave

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KyloClarets
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Re: Recordings unwatchable

Thank you. I will give that a go later on. 

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japitts
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Re: Recordings unwatchable

Indeed - if live TV is ok, but recordings are affected, it would suggest issues with your hard drive. That would also affect when you pause or rewind live TV.

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KyloClarets
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Re: Recordings unwatchable

We are still having the same issue and now paused tv keeps stalling and rebounding over the same couple of minutes. Definitely has to be a fault in the box. 

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newapollo
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Re: Recordings unwatchable

It certainly sounds like it and will only get worse until the set top box packs in completely.

I'm afraid the only solution is to contact the VM Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am, or late afternoon around tea time to avoid call queues..

When calling Faults you will get the automated response asking you to press 1 for the link to online support, perform tests, reboot etc. Ignore the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem

Dave

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japitts
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Re: Recordings unwatchable


@KyloClarets wrote:

We are still having the same issue and now paused tv keeps stalling and rebounding over the same couple of minutes. Definitely has to be a fault in the box. 


Almost certainly, and it won't get any better. Call into faults to report it before it's terminal.

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Steven_L
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Re: Recordings unwatchable

Hey @KyloClarets,

 

Thanks for taking the time to post on our forums.

 

I have been able to locate your account and can see that you have two boxes at the moment. Which box are you having the issues with? Our system has ran some checks and says that there should be no issues but clearly there is.

 

If you could advise which box the problem is with, I can get this looked into further for you. 

 

Regards

Steven_L 

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KyloClarets
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Re: Recordings unwatchable

Its the main 360 box. Not the mini one. If that helps. Thanks for your help. 

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Steven_L
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Re: Recordings unwatchable

Thanks for coming back to us @KyloClarets, I have been able to look into this further and have found that we would need an engineer visit to get this sorted.

 

I have arranged for the appointment and you can find all the information that you need about your appointment on your online account and clicking My Account and Track Your Order.

 

Regards

Steven_L