Picture keeps freezing on recordings

[66charlie66]

Had issues with pictures freezing on recordings - been happening for a couple of months now - tried restarting etc. Sometimes it happens lots, another time only once per show....

Do you think we need a new box ?

[japitts]

Do you have any problems with live TV channels at all? If not, then try watching one and pause the programme for a short time. If you resume viewing with a short delay, this is effectively a recording and uses your hard drive in the same way.

Does this have any problems?

[66charlie66]

Thanks for responding - no there is no problem when we pause live tv - just seems to be the recordings which freeze.

[japitts]

Pausing live TV is also - effectively - a recording, and uses your Hard drive in exactly the same way.

Are new recordings affected?

If not, there may have been a problem with the TV signal on the programmes you recorded.

[66charlie66]

It happens with every recording at least once - do you think i need to try and ring or will a virgin team member eventually see this post ?

[japitts]

That depends how urgently you want this picked up. The staff team should get round to this in a couple of days, or calling will get you an immediate answer.

[Hayley_S]

Hello @99charlie66,

Welcome back, thanks for posting.

I am sorry for the issues with your TV box.

Can you please tell me how it is for you today?

Many thanks,

[66charlie66]

It just seems to be when we are watching a recording - it freezes during the show at least once for a couple of minutes and is then ok again. Been happening for a while now. 

[Steven_L]

Thanks for coming back to us @66charlie66.

I have looked into your account and can see that there is an issue with your box that would need a technician visit to resolve and may need a box to be swapped.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.

Regards,

Steven_L

[newapollo]

Hi @66charlie66 

If the box does need swapping out you will loose all of your recordings and series links.

Make a note of the series links so you can set them up again - it might be easier to take photo's of them rather than listing them all.

You might find some of your recordings are available on catch up or on demand.