Forum Discussion

nigelss's avatar
nigelss
Up to speed
23 days ago
Solved

Installation Order Details Wrong?

I called VM this morning and arranged for the installation of a V6 box running Tivo software as an additional TV box. I still need the old Tivo box with SCART connection at present. I recorded the call (and did of course let the agent know I would be doing so).

Installation was arranged for between 1pm - 6pm on 5th July. I also confirmed the order details with the agent as to add a second TV box being a V6 box running Tivo software. I just played the recording again and checked these details, all clearly audible.

I see an order has appeared in MyVIrginMedia for between 8am - 1pm on 5th July which lists the services ordered as TV, Phone, and Broadband. So everything correct except wrong services and wrong time.

Please could a member of forum staff get in touch so I can pass on the order reference and account details in the hope that they can find out what is going on. I need to know when the engineer will be calling (am/pm) on the 5th and for what purpose!

Thanks,

Nigel

  • Gareth_L's avatar
    Gareth_L
    12 days ago

    Hello nigelss 

    Thank you very much for your time and patience over the last 2 weeks.

    With a lot of tooing and froing, I'm glad that we've been able to reach a resolution.

    Should you need anything else at all, please send me a message or pop back on here and start a new post.

    Regards.

    Gareth_L

10 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    23 days ago

    Good luck with your new V6.  I fear the favourite VM word "confusion" may be about to emerge. 

    • nigelss's avatar
      nigelss
      Up to speed
      22 days ago

      Hopefully all will be well. Forum team member Gareth has been able to confirm the appointment date/time and also what is happening on the day. I must thank him here for taking care of the matter in such a friendly and helpful way. I will report back after the installation date. If all goes to plan I will be a happy chap for the next 18 months :-)

      • Anonymous's avatar
        Anonymous
        20 days ago

        OK that’s fine, but, as I understand it, the V6 box doesn’t have a SCART socket. It may well be running the TiVo software but can it physically connect to your TV?

         I do suspect that when the tech turns up you may be serious out of luck. It’s HDMI or nothing.

    • nigelss's avatar
      nigelss
      Up to speed
      12 days ago

      The V6 is installed and working fine. I am extremely happy with it. There was an administrative hiccup but forum team member Gareth_L has done an excellent job in sorting it out.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        12 days ago

        Hi nigelss 

        Glad to hear that this has been sorted for you now, and my colleague Gareth_L was able to support you in sorting out the hiccup. 

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    23 days ago

    Hello nigelss.

    Thanks for your post. 
    Sorry to hear about the confusion caused with your installation.
    I’d like to investigate this for you. 
    If you don't mind, I’ll need to send you a private message to pass security. 
    If you can check the envelope top right of your screen, that would be great. 
    Regards     
    Gareth_L
     

     

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    12 days ago

    Hello nigelss 

    Thank you very much for your time and patience over the last 2 weeks.

    With a lot of tooing and froing, I'm glad that we've been able to reach a resolution.

    Should you need anything else at all, please send me a message or pop back on here and start a new post.

    Regards.

    Gareth_L

    • nigelss's avatar
      nigelss
      Up to speed
      11 days ago

      No, thank you Gareth_L. In all our exchanges I never doubted for a second your total commitment to finding a solution I would be happy with. Great customer service! From now on you shall be known as Saint Gareth because you certainly had the patience of one handling my posts!