TV won’t pause. Can’t rewind whilst watching a TV program

[craig_a_j]

Over the last few days (and it’s happened before), I’m unable to pause live TV and currently watched programs won’t rewind.

When I press Pause, TV pauses and when I press Play it dumps me back at live TV.

During watching a program, I’m unable to rewind - the playback bar shows 00:00 and the marker is far to the left and doesn’t move.

I’ve also lost all recordings on the box.

This has happened before and usually a reboot fixes things - sometimes I’ve had an error about “Can’t find hard drive” after reboot and pulling the power and rebooting eventually fixes things.

This has occurred far too often now, and I would like to request a replacement V6 box.

[newapollo]

Hi @craig_a_j

I've moved your post from the V6 forum to the 360.  Looking at a previous thread of yours <here>  it looks like your box was migrated from a V6 to a 360.

That thread shows you are experiencing the same errors again now, plus you noted that you had error CS6002 (can't find hard drive) which only applies to 360 boxes.

Any box with hard drives issues really needs replacing. A repair might last for a while but eventually results in more and more failures.

The 'press Pause, TV pauses and when I press Play it dumps me back at live TV' that you aee seeing is also a sympton of a failed hard drive.

A member of the forum team should pick this up in a day or two and help.

If you don't want to wait that long then you should call 150 for free from a VM landline, or 0345 454 1111 from any other phone,and select option 2 (Faults)

You could try another temporary fix by factory resetting the box, but it won't bring back your lost recordings so you definitely need the box swapping out.

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

I would normally suggest choosing Keep Recordings, which means you won't lose your recordings and any planned recordings or series links you've set up. (However in your case you've already lost the recordings so go for option 2 Format Disk) You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

[roy247]

You do need your 360 box (not a V6 box since your software update), replaced if it's deleting recordings 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.

You should have time to call them tonight, or first thing in the morning is usually the best for shortest waiting times.

[craig_a_j]

Thanks for moving this post - not sure why I chose the V6 forum!!

Good spot on my previous post with the same issues too.

Last time I spoke to a support person they “did something” at their end that they said would fix things. Can’t tell you how exasperated I was on the phone with them. I’m a tech person and knew it was an issue with the HDD despite them saying they could fix it remotely… 
Enough is enough now though. Would prefer this gets picked up here rather than have a less-than knowledgable person running off a script suggest fixes.

[craig_a_j]

Here’s a screenshot, for reference of the HDD error

 

[roy247]

Can't understand why you don't want to call 150 when half the time you can't understand what they are saying from their script.

[craig_a_j]

I’ve come home this evening after a day out to find the two F1 recordings I’d scheduled have failed… “Recording failed due to a technical issue”.

 

 

[craig_a_j]

…and just rebooted the box to find those failed recordings have now disappeared and the scheduled recordings for tomorrow have also disappeared.

[roy247]

Sounds like you do need your box replacing, if you want the forum team to respond don't try bumping wait for them to respond.

The other option is to call the offshore team which need convincing past their script response's.

[Matthew_ML]

Hey craig_a_j, thank you for reaching out and I am so sorry you are having some recording issues.

Let me send you a DM and we can look into this for you.