Forum Discussion

almassey5's avatar
almassey5
Just joined
26 days ago

Beyond frustrated now

I've been trying to contact a human at virgin for 4 weeks now and am at the point where I don't think any humans work for virgin. I've tried the advice/help online, on the apps and the most irritating snd useless was the chat bots. I'm at a loss to know what else to do, I have a tivo box that shows programmes have been recorded but won't play the recordings, won't record some programmes and won't pause, rewind or forward live tv. 

For most of this year I've had at least 2 calls a week from virgin, trying to get me to upgrade/increase my package but the minute I try and contact them because there's a problem with the kit they've provided, tumbleweed, i feel like id have more success making contact witj someone through a seance 

5 Replies

  • almassey5's avatar
    almassey5
    Just joined
    26 days ago

    Just to add to the previous post, and in a last ditch attempt to prompt virgin to actually contact me and resolve this issue.

    At this point, given I'm not receiving the service that I'm being charged for, no further payments will be made,  the agreement in place has been breached by virgin making no attempt to resolve this issue so the existing contract could be ended with virgin  loosing yet another customer and sustaining more reputational damage 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      25 days ago

      Unfortunately many users leave VM and many users join up.  That's just normal churn in the Business.  Losing a customer, I suspect, is not a loss? 

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      25 days ago

      Have you made a formal written complaint about the lack of service? That is the first step to leaving if you wish to do so. 

      As for reputational damage, have you checked out Trustpilot? Have you seen what Which? says about VM? 

  • japitts's avatar
    japitts
    Very Insightful Person
    25 days ago

    What happens when you try playing recordings? And what happens when you try pausing or rewinding live TV? There's likely to be some problems with trying to fast-forward live TV, because it's not been broadcast yet!

    This does potentially sound like your TiVo has hard-drive problems, but confirmation of symptoms would help the staff when they come to respond to this thread.

    HDD issues should result in your TiVo being replaced via tech-visit with a V6, assuming you have VM home broadband.

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

    Hey almassey5, thank you for reaching out and a warm welcome to the community we are so sorry to hear you are struggling to reach us and your TV issues.

    Is this with all the recordings or just some?

    Does it say the memory is full?

    What type of programmes aren't playing?