For the last couple of weeks, many tv recordings have moments when the picture freezes and distorts. Have rebooted but still the same. One film we recorded stopped three times during the recording. Each time it picked up and started recording again (so we had three bits to watch) but overall it was disjointed and it gave up altogether before the end. Fortunately, we were able to get it off iPlayer. This is unacceptable. Can anything be done for us?
Well I’ll let you know. We recorded Waterhole last night and watched it later and it froze and broke up several times....and has happened over several recordings this past couple of weeks. I don’t understand ‘you don’t have that problem now’. If we do continue to have this problem....should we report it to VM? Thanks for your interest in this.
For the last couple of weeks we have been having problems with recordings playback, insofar as they will freeze and pixellate, sometimes moving itself on haphazardly or sometimes not moving on at all. This seems to be getting worse as now we can’t rely on a programme recording cleanly and hope we are able to catch it on iPlayer. Does this sound like we need an engineer or new TiVo 6 box? All connections are secure and we have rebooted the box on several occasions. Thanks for your help but I can’t get anywhere with this problem on the website or by phoning.
Recordings pixellating sounds like a hard drive error.
Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to try and connect to your box and determine what the problem is. Sometimes this results in them sending out a replacement and/or engineer.
If that doesn't work then you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) butbest to call at 8am to avoid call queues
When calling Faults hopefully the system will recognise that if used the online faults checker and place you into a queue for an agent to pick up.
If not and you get the automated response asking you to press 1 for the link to online support, ignore the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.
You could also try the text messaging service. Just send a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible.It may take a few days.
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