Virgin box upgraded to 360 now freezing!

[DavidPy]

Evening 

Upgraded box software to 360 a few weeks ago. Seemed to work ok at first but after a week it started freezing. Recordings seemed to not work; streaming wouldn't work so restarted. 

After several restarts it seems worse, if I press home it takes around 4 minutes to load, I cannot do anything until it unfreezes.

If I stream it won't go back to home, it needs another restart.

Any ideas on what I can do please?

[roy247]

You said recordings aren't working, can you pause and rewind live TV which simulates a recording, if you can't then it sounds like a faulty box. Is the box connected by ethernet cable or wi-fi.

[DavidPy]

They seem intermittent, pause and rewind works but system is jumpy.

Tried a reset and seems better

[roy247]

Is the 360 connected by ethernet cable or wi-fi, preferred method is ethernet cable.

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@DavidPy wrote:

They seem intermittent, pause and rewind works but system is jumpy.

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Can you describe what you mean by the system is jumpy the more information you can give will help the forum if you want to wait for one of them to respond which might be 2 to 3 days, the alternative is to call Virgin to report a possible faulty box.

[Ayisha_B]

Hi @DavidPy 👋

Welcome back to our Community Forums and thanks for your post. 

We're sorry to hear you are having this issue.

Can you advise how the box is connected? 

[DavidPy]

Hi, it's an updated box not a new one.

By jumpy I mean there's lag and delay.

It's connected through a cable

I've done a factory reset and it's improved, so hopefully this is solved I'll keep an eye on it 

[Kath_F]

Hi DavidPy, 

Thanks for coming back to us with an update. We're happy to hear the reset has helped to improve things. 

Do keep us posted on if you have any further issues so we can offer more support. 

Thanks, 

[DavidPy]

Thanks.

It has lost all the recordings. Sad as my son made his debut in the Salford Wigan match and that's gone.

It also won't play streaming unless I turn it completely off, then works for couple of days and I need to repeat

[Gareth_L]

Hello DavidPy,

Thanks for your reply. 

I'm sorry to hear you missed your sons debut now the box has deleted all the recordings.

This sounds like the 360 box needs replacing, which I will be happy to arrange for you.

If you can check your logo at the top right of your screen that would be great. 
Gareth_L