V6 box 'slow to respond'

[jenfamily1]

Hi everyone,

Although I have three V6 boxes in the house ( and a number of perfectly serviceable remotes ) I've noticed recently that when using the box / TV in my son's old bedroom, using the fat forward /rewind function then stop & play sometimes causes the picture to 'freeze' or one has to press the fwd / rwd button twice as much to get the scene to move on or to a previous scene!

I've changed the batteries and even used other remotes which work with the other two tv's but it makes no difference. Both of the other two TV's respond accurately with any of the remotes. 

[japitts]

Do you have similar problems viewing recorded programmes? I'm reading your post as, rather than being remote control issues, you have problems with all content on that V6 that's coming from the hard drive.

As opposed to OnDemand and/or live content.

[jenfamily1]

Hi japitts and nice to hear from you again with your much needed advice.

I totally agree with you that because it happens with recorded and streamed programmes I too suspected it is a problem with the box / hard drive so if a moderator is monitoring this PLEASE can a Virgin engineer come and possibly replace the box?

I hadn't mentioned previously that I'd also turned off the box from the mains and re booted it but no difference is made.

Cheers

Steve

[japitts · Accepted solution]

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@jenfamily1 wrote:

I totally agree with you that because it happens with recorded and streamed programmes I too suspected it is a problem with the box / hard drive

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Streaming & OnDemand uses the internet not your hard drive. Live TV uses the co-ax feed, Delayed/paused, and recorded programmes use the hard drive.

The staff team who monitor these board are likely to be a couple of days behind other users in responding.

[jenfamily1]

I'll use only recorded programmes later tonight to see if the response is slower but I'm sure when using say 'Amazon Prime' ( which may be a fault with that particular company) it was difficult to fwd / rwd.I'll also try 'Netflix' and iplayer / itv hub and see how it goes. Perhaps the box is fine?

Steve

[jenfamily1]

Hi Jappits

I tried a number of 'experiments' last evening and concluded the following;

No matter whether 'live' 'recorded' or streamed the buttons on the remote were pressed more than twice the normal amount to keep things moving. I changed the batteries for new ones. Many moons ago when our old style lengthier remotes were changed for shorter ones, something similar happened with our lounge V6 box and I changed back to the lengthier remote which has worked fine ever since. I put 2nd hand batteries into a lengthier remote and the response on my son's box improved immediately therefore there are problems with the shorter remotes!

I haven't heard from a moderator yet but really they should come and check these short remotes and replace them for better ones as the older lengthier ones are looking a bit tired. What do you think?

[japitts]

It does sound more like a remote problem than an HDD issue as I suspected originally. This is primarily a user-community forum where other customers like myself will usually be the first to respond - the staff team (not necessarily moderators) will respond when either peer-based support has been exhausted or in turn.

VM won't automatically or proactively replace equipment that's seen to be working, but any faulty kit is replaced when it's reported as faulty. Your best bet here will be either to call in (if urgent) or wait around here for a couple of days (if not) and a VM staff member should respond.

[jenfamily1]

THX
It's not urgent whilst I've got the 'older' style remote to hand and so will wait for VM to get in touch through here ( as calling in is quite painful )

[John_GS]

Hi jenfamily1,

Thanks for posting and welcome back to the community.

I am sorry for the V6 box issue. The input levels on one of the V6 is out of spec, so you need a tech visit.

I'll PM you now to assist further

Kind regards,

[jenfamily1]

Hi John
After experimenting with quality batteries all seems well for the moment. Thanks .I'll keep an eye on things