Recent Content
2 Hubs - activation issue
so, I have a hub 5, and last week or so there was an issue - I followed the service status and because of the status of lights a message popped up saying "we will replace hub" I use my own router and its worked fine. so, it comes, and I have only just set it up. (they sent a reminder "how is the new hub and serial number etc) under the hub 5 status it said "internet: accessed denied" - near where it gives Wi-Fi info and "telephony: off" on the main status page. live chat and they are sending engineer, but i tried the old hub and now that works (still in modem mode etc as I'd like). the 2nd latest hub, the pages said, "if we sent you a returns label, please send it back" and "if we didn't you can dispose of it yourself" etc. there was no return label in package. and if the hub says "internet access denied" have they sent a bricked one? coz the older one now works (they are both hub 5) so, my question is, do i dispose of it myself, or send it back? and also will they keep the older hub connected to VM (eg access granted not denied), because it's almost like they have bricked the newer one i received.
Should I Trust the Chat Confirmation?
I cancelled my broadband with 33 days notice. An agent in chat confirmed everything was in order and said I would get an email about the return kit and other details. Three days later, I hadn’t received anything, so I chatted again. The second agent confirmed the cancellation but said there’s no email and that the chat transcript is enough. They also confirmed I will be disconnected on the requested date. Has anyone else had this experience? Should I just leave it and trust that the disconnection will happen as promised? Or should I send a formal letter or do something else to make sure it’s properly processed?
Tv on the Go app setting
The TV on the Go app is really irritating in that as soon as I open it on my iphone, any other app like Spotify or BBC Sounds stops it’s play via my Bluetooth speaker. So if I am listening to some music and want to check whats on TV later, the music stops within seconds of opening the app. I assume it takes over the bluetooth connection immediately rather than when actually needed to play video/sound/tv. Is there a setting somewhere that can stop this happening?error code CS9994
Last night when I tried to watch an episode of Grace from the ITVX app (from the TV360 app section) there was a problem, I was prompted to retry but after 3 attempts and no better I selected the home button on the app. This froze my whole system, I could not even switch the 360 box to standby using the big red button on my remote so I had to switch everything off at the mains. when everything came back on and my phone connected to wifi I tried again but I got error code CS9994 on my TV. I opened the virgin media app on my phone and the service status was all green. when I carried out a hub test that came back with no problems but I still had the error code on my TV. eventually after about 20 minutes the situation resolved itself and I was able to watch the programme that I wanted to see. this also happened on Monday night and I spent a lot of time working through solutions suggested by ITVX help team which I thought resetting the app had helped but after last night I still do not know how to sort it other than to not use it all! during the troubleshooting process in the virgin media app the terribot (is that short for terrible?) was not really helpful at all, it was asking me a question then taking a very long time to provide the answer options and eventually after another hub reboot and test it offered me an engineer visit which I did not need. this is not the first time that this has happened.it usually happens between midnight and half past midnight so is this a bad time for a night owl like me to use these apps to stream? is the system doing some sort of routine test?Unwanted channels added to package (twice)
We had unwanted package changes made (channels added) on 19th May and 18th June. Those dates are also our last two bill payment dates. We thought the first time it might have been our fault, but this seems too much of a coincidence now. In May, only one channel was added. I spoke to someone over the VM chat system, who said he would remove it and credit us some small amount so we didn't see an increased bill. Despite getting an email confirming this credit, the next bill was higher by that same small amount. We didn't bother to complain about that. Now, in June, two channels have been added. I used the chat system again and the person said he would remove them. This took about an hour in total! How can it take so long?! And no mention of a bill credit this time. The next day, we got a change confirmation email, but only one channel had been removed, and the email told us to expect a substantially increased bill in July. I can't get anyone on the chat to explain why these changes are happening. They just say it has been done "online". Is it possible to add channels using the TV remote control? Would that count as "online"? Anyone else seeing similar problems? Thanks.
