Virgin tv 360 box won't record anything

[Ianslamon]

I have two of the new TV 360 boxes. One has a 1TB Hard drive, the other is slightly smaller and doesn't have a HD. I've had various problems since installing them, mainly that I can't get them to record. Im aware that the bigger box is where the recordings would sit. I've phoned virgins call centre a few times for help and been made to jump through various hoops and eventually had an engineer sent out twice up to now. They basically reboot the system as I have and it all starts working again ........ for up to a day if I'm a lucky boy, then stops again. When I press record and go through the 'series' or 'episode' choices It says 'scheduling recording' followed by ' Sorry, we couldn't do this for you. Please try again later.'

Could you please tell me if there is anything I can do or is it a Hard Drive problem? I really don't want to go through the hell of phoning the helpline again if I can avoid it.

[Ilyas_Y · Accepted solution]

Hey @Ianslamon Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the issues with the Virgin TV 360 mini box you are having.
Have you tried to see what happens if you attempt to reset the TV box, i.e. a factory reset in the settings?

Let us know how it goes.

Kind regards,
Ilyas.

[Ianslamon]

Hi, thanks for your reply, I have managed to sort it out over the weekend.  While I waited for an answer I decided to do a factory reset myself and managed to get everything working again. Hopefully it keeps working, but i've done this more than a few times over the last couple of months to get things working again and it does sort the problem out short term before happening again. It's happened 5 or six times since I received the new boxes and the annoying thing is, each time I reset I have to sign in to all the streaming apps again. 

[Akua_A]

Thank you for the update @Ianslamon  We are glad to see the issue has been resolved. In this case, we would advise monitoring the issue and let us know if it occurs again. If so we can take further steps to work on a more permanent resolution. We apologise again for any inconvenience this may have caused.

Thanks,

[Ianslamon]

Well, as expected it's happened again. It lasted 5 days before failing this time. I have already reset to factory settings and it's all working again for the moment. Obviously we have had to sign in to all the streaming apps again because the box doesn't remember the sign in usernames and passwords after a reset. I wonder if the tech guys who work on the software could maybe do something about that issue so when the recording inevitably fails, it's not such a bind to get back to where you were? 

At this point I think I need a replacement box to see if that clears the problem up. Is there anyone here who can set that up so I don't have to jump through hoops on the phone or worse, through the WhatsApp chat they forced me onto yesterday, which after asking all the usual  'security' questions never got back to me (24 hours now and counting).

[Ianslamon]

We go on holiday at weekend and I have no confidence the recordings we've set up for while we are away will actually be there when we get back. Beginning to lose confidence with Virgin.

[Gareth_L]

Hello Ianslamon.

Thanks for your reply, its very much appreciated and chose the path to arrange for a box replacement. We will let you enjoy your holiday for now. If you can please pop back on here when you're back that would be great and we can arrange the swap for you.

Gareth_L