Virgin Media Community

[GrumpyMan1984]

Been with Virgin for a year now, the 360 box was brilliant at first until last month when it froze and after rebooting it all recordings were gone.  It waited 10 days before doing it again, and it settled down.  Then this morning it froze and I had to reboot it again.  All recordings gone again.

Auto delete is turned off, the maximum used space of the hard drive was only at 27% so need to auto delete anything anyway, I have done a factory reset each time, formatting the disk and it still persists.  Tried calling today, they wouldn't connect to a human being instead sent a text link that kept saying timed out.  Website diagnostics keep doing the same steps and I am losing my patience.  If it was up to me I would just through the box in the bin but alas my landlord pays for Virgin but as I use the equipment it is down to me to report faults etc.

Please help me not be grumpy any more Virgin.

[Beth_G]

Hi GrumpyMan1984,

Welcome to the Community Forums! Thank you for your first post.

I'm sorry to hear you've been experiencing some problems with your TV box. I can appreciate your frustration with the recordings being deleted.

As the issue sounds like it is with the box itself, we will need to book in an engineer visit for you. I'll pop you over a private message now so I can get this arranged with you.

Please look out for my message over at the purple envelope

[emmajaneh87]

Hi, I have been having the exact same issue. At least 3 to 4 times over the last month all my recordings have been deleted, all planned recordings gone and the last time I had some recordings they all had issues whilst I was playing them.

It's getting so frustrating as paying for something that I can hardly use! And can't find out how to fix it! 

[Ashleigh_C]

Hi there @emmajaneh87

Thank you so much for your first post to our community forums and I am so sorry to hear that you have also faced this issue.

It does appear this is also an issue with your actual Set Top Box that will require an engineer to come take a look. 

I will pop you over a PM now to arrange, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message received.

Thank you. 

[Ashleigh_C]

Hello @emmajaneh87

Thanks so much for your private message and confirming your address, I have now booked you a visit for your Set Top Box – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you.