Unable to pause tv programmes

[Abhay_2023]

Hello,

Since about three days ago, I am unable to pause any live tv channel. I see an error code CS2000 with a message 'Channel failed - we are unable to show this channel despite the fact that I am watching the channel. There are couple of more sentences which I have unable to read since the message disappears very quickly.

I tried switching off the box at the mains for two minutes. switched off the box, removed the plug for >3 mins and restarted it but to no effect.

Any ideas? any suggestions? Or should I call the VM?

[roy247 · Accepted solution]

If you can't pause or rewind live TV that would point to a Hard drive problem, have you tried setting a recording and playing it back , if you can't it sounds like a call to Virgin for a replacement box. You could also see if any recordings you have still play.

You could also try a factory reset, go to Settings > System > Factory Reset

It's only a partial system reset and not a complete factory reset. You are given 2 options,

Keep Recordings
Format Disk

Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links
you've set up, 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.

You can call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

Another option is to wait for one of the forum team to pick this up which might be 2 to 3 day's.

[Abhay_2023]

Hello roy247

Thanks for your prompt reply. I shall try these options in ascending order and provide which one, if at all, works.

[roy247]

Hi Abhay_2023,

Always good to see what the answer is. 👍

[Abhay_2023]

Hello roy247

Following your suggestions, i tried to record a tv programme but it would not.

I then, as you suggested, tried factory reset but it has not worked.

[roy247]

Hi,

Looks like that call to Virgin is required, best time to call is usually around 8am when the lines open but sometimes you can just get lucky.

Or wait for one of the forum team to answer. 🤞

[Beth_G]

Hi Abhay_2023,

Sorry to hear you had some issues with your TV box. I completely agree with roy247, it did sound like a hard drive issue.

It looks like you were able to get an engineer out and the box replaced which is great. I hope all is well with the new box!

If you need anything else, don't hesitate to get back in touch from here.