Issues with pixelating on recordings or rewind/pause live tv

[sarahj_84]

Hi, I have been having problems with my v6 box the last couple of weeks when I watch recordings or rewind/pause live tv. It constantly pixelates and jumps. This has been since I had an error message appear on my telly stating it would take a couple of hours before being able to restart.
I have tried to reboot and check any issues via the app. Please can you advise the next steps to getting this resolved? Many thanks

[japitts]

You've not mentioned any issues with live TV so I presume that's OK. All your symptoms are consistent with a hard drive fault.

This can't be repaired & reboots will be futile, your V6 will need replacing via tech visit. Either call into TV faults to report this, or wait on this forum for a few days for VM staff to respond.

[sarahj_84]

Thank you for your reply. 
Live tv does also play up if I pause it so I then have to give up and skip it forwards to catch up.

[japitts]

Live TV doesn't use your hard drive, if you pause or delay it then it's effectively a recording and uses the HDD in the same way.

[Ashleigh_C]

Hi there @sarahj_84 

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

We are so sorry that you have faced this issue and thank you to our community team for their advise so far. 

Can I ask if you have been able to check all cables are connected correctly and securely? Is the Set Top Box in a well ventilated area?

[sarahj_84]

Yes, everything is well ventilated and all the cables are connected correctly. 

[John_GS]

Hi @sarahj_84 

Thanks for coming back to the thread.

I'll send you a PM now to assist further.