V6 box with TV360 losing recordings after reboot

[Terry_E]

I was persuaded to 'upgrade' my V6 box to TV360 around 5 months ago. I was told that I needed to upgrade both the boxes I have at the same time and that I would lose any recordings. At the time this wasn't a problem.

However, the box in my lounge (the older of the 2) keeps getting issues (Netflix app not working, connection issues with the box upstairs) which necessitates me having to reboot the box to correct the problem.

Every time I do this I lose ALL recordings on the box I restart. Surely, there is a hard drive storing the recordings which should not be affected by a restart - you don't lose data when you restart a laptop!

Has anyone else had this issue, or do I have a problem with the box?

Never had these issues before the 'upgrade' to TV 360!

[roy247]

If all you are doing is a power off and on reboot and the 360 is deleting your recordings I would say that the box is faulty, especially if it's done it more than once. 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 you should then be placed into a queue to speak to someone.

They might suggest you set the Auto delete option to off, it probably already is but you can check by doing the following;

Press Home > Recordings > Recorded > View All > Manage Storage > Enter your pin > Auto delete when space needed > Set to Off.

[Terry_E]

Thank you, I will check the auto delete setting first, but to sounds like I will be reporting a fault.

[japitts · Accepted solution]

Just to add on a point of terminology, you don't have a "V6 with TV360". TV360 runs Horizon software, V6 runs TiVo software and you haven't upgraded - but have converted to a completely different TV platform, in a similar way to "upgrading" a Windows 10 laptop to run Windows 11. You now have a TV360-master.

The reason for needing to convert both boxes to TV360 is that you cannot mix TiVo with Horizon on the same account, and the two boxes need to run the same software to work together. You either have multiple TiVo/V6 or multiple TV360, but not either/or.

It may be worth swapping the two TV360's around, to see if the problem follows the box move or remains with the physical location. If the latter, there may be an in-home connectivity issue and would provide a better fix than a box-swap. I'd agree the reboots shouldn't delete the box recordings, though

[Vikki_M]

Hi Terry_E

Thank you for your post and welcome to our community.

We are sorry to hear about the issues you are having with the TV service.

Do you still need some support with this?

Or have the auto delete settings resolved this?

Please pop back to us when you can.