playback stalling/broken picture

[wilber_force]

We have a Tivo V6 box and have over the last 6-9 months been seeing the quality of playback deteriorate to the point where we delete a programme instead of watching it.  I get the impression that the HDD is failing.

I can't recall when the box was installed but it has been a few years.  

Is it worth giving the helpdesk a call for advice and a resolution?

[japitts]

For advice, explain away...

You've not mentioned any issues with live TV so I presume that's OK. Try pausing that and watch delayed by a short time - this is also a recording and uses the HDD.

If this is also a problem, then you can either report the fault by phone or waiting on these boards for one of the staff team to pickup.

[wilber_force]

Thanks for the reply.

Yes, I think live programmes stall but not as often as a previously recorded programme.  We rarely watch anything live so it is hard to actually say hand on heart that live TV stalls, but I'm sure it does.

I'll give 150 a call tomorrow.

[wilber_force]

I called 150, press the various options, and then VM hang up!!

They did send a link, and guess what, it doesn't work.  The link is - https://www.virginmedia.com/support/help/tv/tv-faults/api-error

I get an unhappy emoji (me?) and this - 

Sorry, we can’t run a test on your services right now

Please try again later.

[japitts]

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@wilber_force wrote:

We rarely watch anything live so it is hard to actually say hand on heart that live TV stalls, but I'm sure it does.

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Can you try? All you need to do is pause a live programme for a short time to watch that same programme delayed - thus from the HDD.

As for your other post re the IVR options - this is a common complaint but easily solved. Choose the options for "I have a fault with my TV service" which is only 2 button presses from memory. Don't press anything else - ignore the prompts for links, online, self-service etc and just wait on the line.

That should put you in the CS queue.

[wilber_force]

Yup, live programmes also stall.  I've just seen it happen.  I'm currently on the phone, but they are very busy!!

[wilber_force]

After about 30 minutes, actually spoke to someone.  He told me he had done some tests, and for me to check a setting.  All looked ok from his end and for me to monitor things for the next couple of days.  

Then I'll sit again for half an hour waiting to get an answer when nothing changes, I expect.

One thing that has come to mind is that a radio recording is fine, no stalling, but then there is no picture to replay.

[japitts]

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@wilber_force wrote:

After about 30 minutes, actually spoke to someone.  He told me he had done some tests, and for me to check a setting.

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What was the setting they asked you to check?

[wilber_force]

Home/Help&Settings/Settings/Video Output/

And the value against "Video Output Format" which is [2160p]

It means nothing to me.  And I'm still seeing stalling recordings.

[japitts]

I'm not sure why the video output setting would be relevant here, but not to worry.

One thing that's been asked in this thread but I don't think clearly answered...

Is your live TV problematic? If yes - that suggests a signal fault. If no - is paused/delayed content affected?