Forum Discussion

Louismkd's avatar
Louismkd
Tuning in
2 years ago

Unable to record

We have 3 boxes in total (VTV1, VTV2 & VTV3) and box 1 suddenly stopped booting up and after troubleshooting for a while, I gave up.

Luckily, our third box wasn’t connected at the time so I just used that to replace box 1. The issue is now, anything I was recording box 1, I can now not record on the replacement box.

For example, I try and record Match of the Day on box 3 but get the following message:

”Virgin TV 1 is offline, or not connecting. Turn it on to check if your recording was successfully scheduled”.

Since box 1 is broken, I can’t cancel any of the recordings I have. Not sure what to do?

This is only an issue for any series that I was already recording on the defective box.

  • roy247's avatar
    roy247
    Superstar
    2 years ago

    Hi Louise,

    You say you have 3 boxes is only 1 a 360 main box and the other 2 mini boxes, (see picture below), the mini boxes are smaller and have no hard drive so all the recordings are on the main box. If this is the case and your main box is faulty then you need to call Virgin and get the faulty box replaced.

    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.

    • Louismkd's avatar
      Louismkd
      Tuning in
      2 years ago

      Hi Roy, thanks for the reply. All 3 boxes are main boxes.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 years ago

    When you set up recordings, the Horizon server that drives V360 is seeing Box 1 as the favoured recording location. Therefore, when you set recordings this is seen as the default recording box. When you set a recording, go into advanced options & you can change the box where the recording is to be located. Virgin will replace the faulty box with a disk less mini box, so you will only have two recording capable boxes moving forward.

    • Louismkd's avatar
      Louismkd
      Tuning in
      2 years ago

      Hi, thank you. I tried this but it doesn’t work. The other two boxes are not selectable when doing this on series that are already scheduled on box 1 (defective)

      • roy247's avatar
        roy247
        Superstar
        2 years ago

        You could try using the TVGO app to see if you can can cancel your series links.

        Also if you use chrome or another browser to sign into https://virgintvgo.virginmedia.com/en/home  and go to Settings, Recordings, you can set the default box for recordings. 

        This may be just for when you are using the app as I have a 360 main box and mini box I can't test it.