V360 Recording problems since upgrade - 2 boxes

[sue181]

Upgraded to V360 and had problems with recordings. Different error messages - failed to play recording, playback not possible CS2200, CS2214, CS2114, CS2217. Some recordings started playing, then froze. We attempted reset etc, had a "push" from telephone calls to Virgin, still had same recording issues. We've had an engineers visit and he changed one of our two boxes.

Same recording problems still happening & overnight (last night) all recordings vanished! Tried recording this morning, it played for approx 10 mins, then stopped with message "failed to play"

Where do we go from here?

[roy247 · Accepted solution]

Is the box you are having problems with now the replacement one that the engineer installed or the other box.

If all your recordings have been deleted it sounds like a faulty box, you could try pausing some live TV and then see if it plays back OK, it's the same as doing a recording or just try rewinding some live TV you have been watching.

If you can't do either of those then you will need the box replacing.

You can either call Virgin again or wait for one of the forum team to pick this up which might be 2 to 3 day's.

[sue181]

Thank you for replying.

I've just tried pausing live TV & it plays back ok on both boxes. The engineer replaced box 1. 

This morning all saved recordings on both boxes were no longer there. TV's had been turned off overnight but Virgin boxes left on.

I recorded a programme on box 2 this morning. When playing it will play for approx 10 mins then freeze with the error message "recording failed to play CS2200". I recorded further programmes today on both boxes & all play for a while before stopping with the same error message.

I've recorded more programmes & a series link on each box to see if anything is kept overnight.B

Before the upgrade both boxes, playing, recording & series link worked fine.

[roy247]

The recordings info is shared across both boxes;

If you go to Recordings > Recorded > See all > and click on the Recorded tab you will see a drop down with the following options:-

Recorded, Recorded on this Virgin TV box, Planned, and Planned for this Virgin TV box. - highlighting "Recorded on this Virgin TV box" will just show those programs recorded on that box.

You also need to select which box you want the program to be recorded on or they will all be recorded on the same box.

[Ashleigh_C]

Hi there @sue181 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you are still facing this issue with recordings on your boxes after an engineer visit. Can I just ask how things are looking since you last post as I can see you have since spoken with our teams?

[sue181]

Hiya Asheigh

We're still having problems with recordings playing for a short time then freezing with an error message "failed to play recording" CS2217.  Also an occasional recording has skipped 15/20 mins and then continued to play

TIVO box was replaced, do we need our other box replacing?

i@m hoping someone can solve these issues

[Ashleigh_C]

I'm so sorry to hear that this issue has continued @sue181 I'm gonna pop you a private message so we can take a closer loss. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.