V6 box recordings freeze on playback

[helenjane]

Hi team .

Recordings freeze several times during playback. Picture pixellates and freezes, eventually starting again but sometimes jumping forward. Happens several times during a programme and is getting worse. Live tv is ok. 

Thanks for help. Have rebooted and all connections fine.

[japitts]

If live TV is OK, try pausing that and watching with a short delay.

That's also effectively a recording and uses your box's hard drive in exactly the same way.

If this is also affected, your HDD probably has a fault which will mean your V6 needs replacing.

[helenjane]

Thank you I 'll try that. 

[helenjane]

Yes it still freezes if we delay live tv. Whats the best way to get a new box please?

[japitts]

As with any other service fault, there's 2 ways...

1: Call in - 150 from a VM phone, 0345 4541111 from any other phone. Choose the "I have a fault" options

2: Wait on here for VM staff to pick up, this may take a couple of days.

[Travis_M]

Hi @helenjane

Thanks for the reply - is this issue still ongoing now or have you managed to get this sorted beforehand?

Regards

[helenjane]

Hi Travis. No, not sorted . Issue still ongoing. Shoukd I call 150 or can it be sorted from here as suggested.  I am a nurse qorking 07 to 20 00 so its tricky for me to hang on the phone

[Zak_M]

Good morning @helenjane. 

As its been a few days since we last spoke, have you managed to get this resolved? 

If not I will pop you over a PM so that we can sort this for you. 

Kind regards,

Zak_M

[helenjane]

No, not resolved.yes please pm me!

[helenjane]

Pm please. This is getting worse. Freezing every 10 mins now