V6 Recordings breaking up

[Windypool31]

My recordings keep breaking up and I have to stop play back or try to fast forward or rewind to get it to play again. We have had the V6 some years now and don't know if the hard drive is having any issues 

[newapollo]

Hi Windypool31,

Sorry to see you are having recording issues.

Is it all recordings or just certain ones?

Is live TV OK on the channel you recorded from?

Pause a live program for around a minute and then play it back. It uses the hard drive as a buffer.

If that plays back breaking up then it's very likely a hard drive failing and the box will need replacing.

In which you'll need to contact TV Faults. 

Call  150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) but best to call between 8am and 10am to avoid call queues, or late afternoon around tea time

When calling Faults you  will hear the automated response asking you to press 1 for the link to online support etc, ignore all 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.

Or wait a few days and a member of the Forum Team may pick this up for you.

[Zak_M · Accepted solution]

Good morning Windypool31. 

Welcome back to the forums and thank you for taking the time to post. 

I am really sorry to hear that you have had some issues with your recordings. 

newapollo has asked some real important questions, please could you provide us with the answers. 

Kind regards,

Zak_M

[Windypool31]

It only seems to be doing it with newer recordings and not every recordings. If I pause live TV for a few minutes it works okay. We don't know if it's anything to do with the hard drive as when we had a old tivo box the hard drive started to fail due to being written over and over again 

[Sofia_B]

Thanks for getting back to us @Windypool31. 

I'm sorry to hear this, I appreciate this must be frustrating and we apologise for any inconvenience caused. 

I've managed to locate your account from the information provided on your profile and I'm having some issues reaching the V6 box to run some tests on this for you. Can you confirm the box is turned on currently? 

Thanks,

[Windypool31]

Yes my V6 is switched on 

[Robert_P]

Thanks for letting us know Windypool31, the box is still showing offline but I can see some of the details and that it has been online for 27 days. Can we ask you to reboot the box to see if this resolves the issue please?

Once this has been completed please let us know and we can see if this updates the details we can see.

Rob

[Windypool31]

It seems to be okay now any new recordings have been fine. 

[Ashleigh_C]

That's great to hear @Windypool31

Please do keep us updated and don't hesitate to reach out to the forums again should you need any further assistance. 

Thanks again.