Virgin Media Community

[miket3]

My v6 box is causing problems with recording and playback.

Recordings are freezing, pixelated and jumping/skipping on playback, making it impossible to watch anything recorded.  This is also happening when playing back paused live TV, although live TV itself is fine. I have tried rebooting the V6 box, rebooting the router, disconnecting and reconnecting  the cables.  This problem occurs on recording made over past months and also fresh recordings.  

My recordings account for most of my tv viewing at the moment due to the rubbish on tv currently, and also adverts are driving me crazy and need to skip them.  Help

[newapollo]

Hi @miket3 

The symptons you describe, including the same behaviour when pausing and playing back live TV indicate a hard drive problem.

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.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[Gareth_L]

Hello miket3.

Thanks for your post.

Sorry to hear about the freezing on your V6 box.

It does indeed sound like the hard drive is on its way out.

I can look at getting a Technician booked to come out.

If the box is swapped then the recordings will also be lost. 

We may be able to fix this with out swapping the box though, it just depends on what the engineer advises.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L