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Stokiejon7
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Account not set up correctly (no catch up, guide or on demand)

For just shy of a week now I keep getting an error message saying that my account is not set up correctly and as such while all channels work as usual I am unable to access on demand, guide or catch up. I have spoken countless times with support to no avail and am now having to wait over a week for an engineer visit. Any help would be great as 2 weeks into Virgin it is already looking like a bad idea.

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Stokiejon7
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Re: Account not set up correctly (no catch up, guide or on demand)

If it makes any difference the error message being shown is T63

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Forum Team
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Re: Account not set up correctly (no catch up, guide or on demand)

Hi Stokiejon7,

 

Welcome to the forums Smiley Happy

 

I'm sorry to hear that you're getting this error so early on after getting the services installed.  I'll be happy to help get this sorted for you.

 

I can see you have an engineer calling round to fix this for you.  It would be great to hear back how you get on afterwards so please keep me posted.

 

I look forward to hearing from you Smiley Happy


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Stokiejon7
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Message 4 of 5
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Re: Account not set up correctly (no catch up, guide or on demand)

Turns out needed a new box (suprise suprise), any chance you could update me on my complain number

com100505850

 

Thanks in advance

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Forum Team (Retired) BenD_H
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Message 5 of 5
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Re: Account not set up correctly (no catch up, guide or on demand)

Hi Stokiejon Smiley Happy

 

Thank you for coming back and letting the Team and Community know the result of the visit.

 

The complaints will be monitoring the issue you've had and to avoid any crossed wires in communication, they should be back with you soon. 

 

If there's anything that the Team or myself can do then please don't be a stranger Smiley Happy

 

Take care.

 

Ben


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