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V6 box doesn't turn on/record

mousey57
On our wavelength

For quite a few months now, our V6 box has had issues. It won't turn on. It doesn't record programmes because it won't turn on.

This is getting infuriating now. Constantly having to turn off broadband, reboot modem, turn off box, reboot it virtually every other day now.

Contract ends in mid November and this is not what we are paying for.

Any suggestions Virgin?

5 REPLIES 5

japitts
Very Insightful Person
Very Insightful Person

When you say it won't turn on, do you mean you're powering it down on the mains each night? Or the box won't wake from standby?

Your subscription includes free servicing, and any service fault can be reported anytime.

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mousey57
On our wavelength

We power it off by the remote at night. Some days it won't power on by remote. It doesn't record some programmes because it doesn't connect. We never know when it hasn't recorded until we go to My shows and find programmes are missing. How do I report it?  Live chat is never online?

japitts
Very Insightful Person
Very Insightful Person

Which power saving are you using? Always-on, Connected low-power or Eco low-power.. under Home > Help & Settings > Settings > Devices > Power-saving

Does altering it make any difference?

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mousey57
On our wavelength

Have changed to Always On. Will see if it makes any difference.

It was on Connected low-power.

japitts
Very Insightful Person
Very Insightful Person

Always on will prevent standby happening, the HDD will stay on 24/7. Connected low-power should be fine - Eco-low-power prevents remote access including use of TV Control.

A good process of elimination though.

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