Forum Discussion

bugsyt's avatar
bugsyt
Tuning in
11 months ago
Solved

Replacement for faulty TiVo box

Hi, Could you tell me how I can arrange to have a faulty Tivo box replaced with a V6 box. The Tivo box is constantly losing all program information, and taking up to 3 days to reload through network settings, connect to virgin media service…..It sometimes doesn’t connect at all and gets stuck in settings screen with just a small picture in top right hand corner…

The problem I have is this box belongs to my elderly in-laws, who are longstanding customers but are both hard of hearing and cannot contact you by phone themselves. I have all there account details etc,

Thanks in anticipation of your help

Bugsyt.

  • Steven_L's avatar
    Steven_L
    11 months ago

    Hey bugsyt,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that your in-laws are having with their TV box, have you been able to get this looked into further since you last posted or do you need further assistance?

    Kind Regards,

    Steven_L

  • japitts's avatar
    japitts
    Very Insightful Person
    11 months ago

    In process terms, the account holder needs to report their service fault to VM who should arrange a tech visit - a faulty TiVo will be replaced as a matter of course, with a V6 providing VM home broadband is at the property.

    VM can only discuss account details with the registered account holder unless there is a POA in-place, is there? The alternative option would be for you to call VM in the presence of your elderly in-laws, explain the situation and pass the phone to them in order for account security to be passed. Then pass the phone back to you to deal with the call.

    Unless you have a POA in place, you will likely have the same issue anytime they have a service or account issue.

    • bugsyt's avatar
      bugsyt
      Tuning in
      11 months ago

      Hi, Thanks for your reply, much appreciated. I will contact VM in their presence to sort this out.

      Kind Regards 

      Bugsyt

  • Steven_L's avatar
    Steven_L
    Forum Team
    11 months ago

    Hey bugsyt,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that your in-laws are having with their TV box, have you been able to get this looked into further since you last posted or do you need further assistance?

    Kind Regards,

    Steven_L

    • bugsyt's avatar
      bugsyt
      Tuning in
      11 months ago

      Hi Steven L 

      Thanks for your message, I will be seeing my in-laws this week to get this sorted.

      Kind Regards 

      Bugsyt