V6 issues when playing recordings

[MAW70]

My V6 box has issues when playing recordings - it occasionally freezes and the picture breaks up.  This happens all the time, I’ve checked the service status in my area and it’s fine.

Thanks

Mark

[newapollo]

Hi Mark,

When the recordings are affected, are they all off the same channel(s)?

What happens if you pause a live program and then play it back?

[MAW70]

Hi,

All recordings are affected regardless of what channel they were on, and if I pause a live program and play it back I also get the issue.

It used to only happen occasionally while watching recordings, but it’s getting more frequent.

Thanks

[newapollo · Accepted solution]

Hi again Mark,

That's a hard drive issue and the box will need replacing.

You can either wait a few days for a member of the forum team to pick this up for you, or contact the faults team.

You should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

[Robert_P]

Hi MAW70

Sorry to hear of the set top box issues with recordings and paused live tv, we appreciate the confusion and frustration caused and you raising this via the forums.

As newapollo has advised, the symptoms indicate an issue with the boxes hard drive, I will send you a Private Message to get some more details from to arrange a replacement.

Rob