on 07-01-2022 16:53
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 ?
on 07-01-2022 17:38
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?
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on 07-01-2022 19:17
Thanks for responding - no there is no problem when we pause live tv - just seems to be the recordings which freeze.
on 07-01-2022 19:34
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.
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on 08-01-2022 09:50
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 ?
on 08-01-2022 10:07
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.
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on 10-01-2022 10:12
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,
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on 10-01-2022 10:49
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.
on 12-01-2022 13:36
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
on 12-01-2022 16:56
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.