V6 Bad Playback

[Cybermanc9]

My v6 box is causing problems with recording and playback.

Recordings are freezing, pixelated and jumping/skipping on playback, making it impossible to watch anything recorded.  This is also happening when playing back paused live TV, although live TV itself is fine. I have tried rebooting the V6 box, rebooting the router, disconnecting and reconnecting  the cables.  This problem occurs on recording made over past few months.

Please help

[japitts]

Live TV doesn't use the internet, so rebooting your router is futile here. As is checking any of your cables, since you've proven that live TV is OK.

What all your symptoms have in common is hard drive failure, where anything recorded is affected. It's not something can be repaired, you should report your fault via the usual means and a tech visit should be arranged - to swap your box out.

If you'd prefer to wait a few days rather than call in, staff should respond on here instead.

[John_GS]

Hi @Cybermanc9 

Thanks for posting and welcome to the community.

Apologies for the TV issues. Before sending a technician, we'd need to run tests. Your TV box is showing as turned off.

I am going to send you a PM to get some details and run said tests, please can you ensure the box is turned on and not on Eco Mode, purely for the test duration.

Best wishes.

[John_GS]

Hi @Cybermanc9 

Thanks for joining me on PM and confirming your details. This has allowed me to book in a tech visit for the V6 box issue. It'll be viewable shortly via the online account. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•              The technician diagnoses the faults as not being caused by our network/equipment 
•              The technician discovers that the fault or problem relates to your equipment
•              The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment