V6 box recordings freezing and jumping

[StuuuartD]

My recordings have started freezing and skipping, making them unwatchable?

Is this a problem with my box?

Thanks

[japitts]

Are your live TV channels OK?

How about pausing live TV and watching it slightly delayed? This is also a recording and uses your HDD in the same way.

These two tests will identify whether you have a fault with your live channels (which will affect all resulting recordings) or if your HDD has a problem.

[StuuuartD]

The live channels are fine.

I have tried pausing and replaying, but it doesn't seem to do it for this it only seems to be my recordings as far as I can see.

Thanks

[Ashleigh_C]

Hi there @StuuuartD 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your recordings, can I ask if you are able to turn the set top box on for us so we can run some checks on our side? 

Thanks again.

[StuuuartD]

Apologies just noticed this.

I have turned it on and will leave it on today

[japitts]

Check that your V6 power saving is either set to always-on, or connected low-power.

If you have Eco low-power, it can cause issues with remote access when the timeout kicks in.

[Kath_F]

Hi StuuuartD, 

Thanks for coming back to us on this one and for leaving the box on. 

We're still having some trouble connecting to the box so I think the best thing to do here is to arrange an engineer visit for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,