cancel
Showing results for 
Search instead for 
Did you mean: 

V6 box - hard drive failure?

MikeC20
Tuning in

Hi,

it looks like the hard drive in my V6 box is failing. I get pixellation/stutter when I play back recordings and if I pause live TV and then play it back. Live TV is fine, no issues.

As I really do not have the time to wait for an eternity on the phone to go round in circles with the usual "have you rebooted?", "have you checked the cables" and so on is there a way to arrange a swap/visit via this forum?

Many thanks

Mike

11 REPLIES 11

Adduxi
Very Insightful Person
Very Insightful Person

It will take a few days for a VM Mod to respond here as it's not a "direct" line as such.  They will discuss this directly with you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

MikeC20
Tuning in

Thanks Adduxi , any VM Mod available to have a look at this?

Many thanks

Mike

japitts
Very Insightful Person
Very Insightful Person

@MikeC20 wrote:

Thanks Adduxi , any VM Mod available to have a look at this?


VM staff respond on this forum in order of "oldest first" - (no doubt well-intentioned) attempts to bump threads often have the opposite effect.

Picking a sample of threads from across the V6 & TV360 boards, posts from Monday/Tuesday (so 3ish days since last response) are now being picked up.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Carley_S
Forum Team
Forum Team

Hi @MikeC20 

Welcome to the community forums 

Sorry to hear you're having issues with your set top box. 

I've been able to locate you on the systems on our side but cannot see the set top box as it's currently showing as offline. 

How do you have your set top box connected to the internet? 

Do you find you've any issues accessing OnDemand or streaming apps at all? 

Here to help 🙂
Virgin Media Forums Agent
Carley

japitts
Very Insightful Person
Very Insightful Person

@MikeC20

In addition, check your V6 power-save settings are not set to "Eco low power". This disables remote access, and may cause issues with VM remotely connecting. If yours is, select "Connected low power" instead.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

MikeC20
Tuning in

Hi @Carley_S,

many thanks for your response and apologies for the late reply, the notification emails went for some reason in the spam folder.

The box is connected to my hub with the supplied ethernet cable. I have changed the box settings to "always on" (it was on "connected low power") - so hopefully you will be able to connect now. By the way, on demand content works fine, just tested now.

Let me know if you need any more info.

Thanks again for your help with this.

Mike

Thank you for confirming this @MikeC20 

Let's run a few tests to see if we can get to the bottom of this. 

Double check that your coaxial cable is nice and tight and secure at both ends and any splitters. 

Is the set top box is a well ventilated area? 

Does the issues persist when you try another HDMI cable?

Does the issues persist when you try another HDMI port on the TV?

Which resolution is the V6 box broadcasting? (Press the 'home' button on the remote > Next go to 'Help and Settings' >  'Settings' > 'Video Output')

Does this resolution show as supported?

Here to help 🙂
Virgin Media Forums Agent
Carley

MikeC20
Tuning in

Hi Carley,

many thanks for your reply.

I have checked the cables and they are all tight and secure. 

Resolution is 1080p, set automatically by the box.

Just to clarify, I have no issues at all while watching live TV or streaming on demand programs - I can view the programs perfectly, not stutter or pixellations at all.

The stutter and pixellation only happens when I watch a recorded program or, if I pause live TV (which shows perfectly well live) and then press play a few minutes after. This is why I thought it could be related to the hard drive.

Hope this helps.

Thanks

Mike

 

 

japitts
Very Insightful Person
Very Insightful Person

@MikeC20 wrote:

Just to clarify, I have no issues at all while watching live TV or streaming on demand programs - I can view the programs perfectly, not stutter or pixellations at all.

The stutter and pixellation only happens when I watch a recorded program or, if I pause live TV (which shows perfectly well live) and then press play a few minutes after. This is why I thought it could be related to the hard drive.


You are perfectly describing a hard drive issue. Your ability to view live TV & OnDemand also proves the video output & HDMI chain as being in good working order!

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks