on 08-05-2022 15:44
Answered! Go to Answer
on 08-05-2022 16:56
Hi @nvance1
I've moved your post to the 360 forum as the V6 boxes don't have those error codes.
Both error messages report recording playout failed and advise you to get in touch so they can run further tests.
Have you tried calling the faults team? 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults)
When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc
Ignore all 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 book the tech for you.
Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.
on 08-05-2022 16:56
Hi @nvance1
I've moved your post to the 360 forum as the V6 boxes don't have those error codes.
Both error messages report recording playout failed and advise you to get in touch so they can run further tests.
Have you tried calling the faults team? 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults)
When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc
Ignore all 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 book the tech for you.
Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.
on 08-05-2022 20:58
Thanks Dave,
Upon calling the 0345 number for a second time, it recognised that I had called before and after a prompt whether I was still experiencing the problem I was placed in a queue automatically.
I have an engineer booked for next week now, so hopefully new box install and the problem is solved.
Thanks for the swift response....
on 08-05-2022 21:09
Hi again @nvance1
Thanks for the update.
Pleased to see you managed to get straight through when the IVR recognised you'd called before.
Sadly you'll lose all your recordings and series links. Make a note of the series links so you can set them up again on the new box. Depending how many you have it might be easier to take a photo of them rather than writing them all down.
Hopefully some of your recordings may also be in the catch up or box sets sections.
on 11-05-2022 09:21
Hi @nvance1
Thank you for your post and welcome to our community.
I am sorry to hear of the issues you had with the TV box.
I have taken a look at things from our side and can see the engineer visit has now taken place.
Is everything now working well for you?
Please pop back to me when you can.
Vikki - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
on 16-05-2022 09:24
Yes all good thanks.
The new box has fixed all the issues we were experiencing
on 18-05-2022 09:27
Thank you for the update.
That is great to hear 🙂
Vikki - Forum Team
New around here? To find out more about the Community check out our Getting Started guide