Forum Discussion

rwilby's avatar
rwilby
Just joined
19 days ago

Service down...get half fix and renew service and downgraded to Netflix wiith ads

Virgin have really stretched my patience. The TV service and broadband system had gone down. After a day one box started working the other did not, after time with technical support they got the box working but now the remote control won't pair, they are sending me a new remote control but it could still be the box.

Meanwhile they suggested I renew my contract, I agree to this, although I had done this the day before but their systems are all over the place (I still have the documents). I was told that I would have the same service as I had before, the price goes up a little but it doesn't go up the artificial £50 threatened for April.

The moment I agreed I get an email from Netflix saying they have downgraded my service. I asked what has happened I did not agree to this. He then got me into a loop I said I wanted what he offered me, instead his tries to sell a premium service for another 5,7,or 9 pounds I don't know. He kept going off line. I said why should pay for a premium to give me what I had half an hour ago, and anyway I can't access the service without a remote control. I asked to talk to a manager he was busy. He put me through to customer relations and then cut me off and dialled me again. After 2.5 hours I got through customers relations relations. I spoke to a very pleasant person who agreed that how I was treated was not right but said she couldn't do anything and offered me a goodwill gesture. Looking at other posts in the forums this seems to be standard practice

  • newapollo's avatar
    newapollo
    Very Insightful Person
    19 days ago

    Hi rwilby,

    Regarding the two TV set top boxes, one of which isn't working.  Which actual set top boxes do you have?

    Have you tried new batteries?

    Try pairing the rmote again by holding down the 'Live TV' (the one on the right hand side directly below the red power/standby button) and '0' button together for around 10/15 seconds. The Standby button should then start to flash followed by an onscreen message displaying 'Pairing successful - this remote will only work with this Virgin box'.

    You can also try the following:-

    Put the box into 'Pairing Mode' by pressing the Standby/On button on the front of the 360/Stream box for 10 seconds.  Then using the remote control, press and hold the 'Live TV' button and the '0' button together for 10/15 seconds. And fingers crossed hopefully a  message should appear on the screen confirming that pairing was successful. 

    If you have either the main TV360  and  a mini 360 box, or a main TV360  and  a Flex (Stream) box then you can try testing the known working remote with the non working set top box by pairing that remote with the other box.  If it works then you know for a fact that the remote control is the problem.  If it doesn't work then swap the boxes around to ascertain if it's the box or the cabling in that location that's at fault.

    You can download and use the TVGo app (available on android and ios devices) as a temporary remote.