New box

[HelenH2]

It's so hard to get through to a person on the phone line lately, so annoying.

Have a simple question.

I just want to know if I am able to pay for an upgrade to a new box. My present box, V6 tivo I think, keeps glitching big time, sometimes has no lights or signs of any power although it is plugged in. Engineer came and found no error code or problems in software so couldn't replace free of charge as is usually the case.

Is it possible to buy an upgrade?

[nodrogd]

It seems you do have a fault, possibly with the power supply rather than the box, so the forum team will follow this up.

Equipment is rented, so you cannot “buy” a new box. Upgrading now means moving to V360 & leaving the TiVO TV platform behind as 360 runs on Horizon firmware.

[newapollo]

Hi @HelenH2 

EDIT

I see @nodrogd has beaten me to it with a rather more precise response. I hope between us that we both help.

I moved your post to the V6 forum, you can check which box you have <<< here >>> 

Apart from sometimes having no lights or signs of any power what other glitches happen with your V6? Also are there any onscreen error messages showing when these errors occur? It may possibly be realted to the box power supply, or due to possibly using an extension cable

A member of the Forum Team may pick this up in a day or two and send some signals to your box to test how it's functioning, and if they do find faults they may be able to order a replacement or another tech visit. Your box would need to be turned on for them to perform the tests so make sure it's not in eco mode if they suggest taking this route.

The only other box is a TV360 box. This is exactly the same hardware as your current V6 box. 

If you request an update to a 360 box then your current V6 box would receive an over the air update so it runs on the Horizon interface instead of TIVO.

If the box was faulty this would probably not fix any faults unless they were hard drive related.

If you switched to a 360 you would not be able to roll it back to a V6, also the hard drive would be reformatted and you would lose all of your recordings and series links. 

The 360 Horizon software does not have all of the features of the V6 as some of them are copywrite to TIVO. The following thread explains some of the differences /Virgin-TV-360/360-Features-v-TIVO-Features 

You might be able to negotiate be new deal that includes a free swap to a 360, but again it would be an over the air update to your current box.

[HelenH2]

No error codes. The glitching also involves when watching recordings, it'll freeze then just randomly start rewinding or fast forwarding which can't be stopped with remote, then whole box shuts down again, with blue light then green light then nothing, switch it off at button on back, switch it back on then it's acting like nothing happened.

It's a weird one, can't find answer for what it does anywhere.

[newapollo]

Hi @HelenH2 

Thanks for the update.

Please can you try pausing a live program for a couple of minutes and then play it back.  If it shows the same symptons as you sometimes see when watching recordings then that means you have a hard drive fault and it will need replacing for free.

[nodrogd]

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@HelenH2 wrote:

No error codes. The glitching also involves when watching recordings, it'll freeze then just randomly start rewinding or fast forwarding which can't be stopped with remote, then whole box shuts down again, with blue light then green light then nothing, switch it off at button on back, switch it back on then it's acting like nothing happened.

It's a weird one, can't find answer for what it does anywhere.

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V6 boxes do not display blue or green lights. I think you have one of the old fashioned TiVO boxes like this one:

Older TiVO

If it is you may be able to upgrade to a V6 (as long as you are also a VM Broadband customer).

[David_Bn]

Good Afternoon @HelenH2, thanks for coming to our Forums and I'm sorry to hear of the issues you've faced with the set top box.

Given the colour of the lights you mention, I think @nodrogd, would b correct.

Is it possible to tell me how much space you have left on the box for recordings, is the current storage above 90%?

Can you also please ensure that the recently deleted folder is also empty, as this having some programmes still left in there, can cause issues for the set top box - similar to what you have advised us of in the thread.

Kindest regards,

David_Bn