TV Recordings gone

[nufccl]

Can anyone tell me why my recordings all disappear this has happened approximately after 1 month and has happened 3 times now 

thanks 

[roy247 · Accepted solution]

If the 360 has deleted your recordings and planned recordings it's a sign that the box is faulty.

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.

You could also try a factory reset of the 360, and 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.

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.

[Ashleigh_C]

Hi there @nufccl 

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 these issues with your current set top box, I would be more than happy 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.
 

[andyjm1983]

Have exactly the same problem, there was a problem last week when it tried to update and it got stuck so I had to do a factory reset, after doing the reset my recordings were still there then a few days later they disappeared. The voice control button has also stopped working. 

[nufccl]

Thanks for your help, I have set the auto delete to off but it still happened, a engineer has been arranged to visit 

[Ashleigh_C]

Thank you @nufccl 

Please do let us know how the visit goes? 

[nufccl]

Hi, Engineer visited and renewed 360 box, faulty hard drive