TV360 Box not recording

[MickyD84]

Hello

We have a V6 box that was Soft Upgraded to TV360 around 1 year ago.

Around the middle of 2024 we noticed the box wasn't recording programs. It didn't give a specific error message but has an exclamation in a circle. When I checked on the phone app about the recording it says it failed due to a technical error.

Anyway, we rest the box to 'factory' and it seemed OK. Now it's doing it again.

I've tried the online help on the website and it doesn't help.

The hard drive does seem noisier than it used to be as well.

Any ideas or is it a duff box

[roy247]

If you have problems pausing and rewinding live TV then it's definitely a hard drive / box problem.

If the 360 has also 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 hopefully you should then be placed into a queue to speak to someone.

[Gareth_L]

Hello MickyD84.

Thanks for your post and welcome back to our community.

From what @roy247 has advised the 360 hardrive is sadly on its way out.

What we can do from here is arrange for an engineer to attend and swap the box over.

If you don't mind, I’ll need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L