3 failed 360 boxes in a month.
Hello,
I really don't know how to explain all this without doing it chronologically because our Virgin 360 experience has been nothing short of disastrous to the point that I'm ready to give up.
Like everyone, my Virgin experience over the years has been mostly fine mixed with periodic issues that usually get resolved and my internet connection is mostly satisfactory.
Changing from V6 to 360 has ruined everything!
I really cannot spend another evening on the phone to someone that cannot help. Each time an engineer comes out my wife has to leave work early which is obviously not ideal and we end up back at the beginning with another failed box, a long long pointless phone call that ruins my evening and then another evening waiting for an engineer to install a box that will fail...
5th November:
Engineer installed the first refurbished 360 box. We setup our planned recordings and proceeded as normal. All recordings failed due to a technical fault. We were unable to delete recordings as we later found out they were ghost recordings.
First phone call to support:
This involved a very very long phone call to someone who did not understand the issue and went through the normal testing, retesting, rebooting but nothing worked so another engineer was booked to replace the box on 10th November.
10th November:
Engineer came round after my wife had to leave work early (with the usual repeated text warnings that we would be charged £25 if we were not in). I'm not going to go into our opinion of the engineer but let's just say that my wife was very glad that I came home early as the guy was very odd.
Engineer replaced the box but all he did was literally rip all the cables out without turning anything off and he put another refurb box in but our account was still there and so were the failed recordings. He said to factory reset box and it would be resolved. He then left.
Second phone call to support:
The day after the 2nd install we spent another hour on the phone to someone who was just reading a manual, they did the same tests and rebooted the box but it was deemed faulty. This call failed as he told us to reboot the whole Virgin system, router etc this ended the call and he called us back.
Another engineer was booked, another day leaving work early, another evening ruined and the usual texts about £25 charges.
12th November:
The 3rd engineer came out and she was excellent. She understood the issue of the ghost recordings and she confirmed that the engineer should not have pulled the cables out and that after talking to a colleague she confirmed that it was a faulty box plus an account issue that someone called Nigel could fix. The engineer installed a brand new 360 box and she messaged us later the next day confirming that Nigel had removed the ghost recordings. She advised us to factory reset the box.
The account issue was sorted so we created a new profile and signed into all our apps again (annoying to have had to do this so many times). We set some new recordings and hoped for the best.
Some recordings worked, some failed (due to a technical fault). We kept getting signed out of our apps. Some apps allowed us to sign but will not play any media (Netflix), YouTube will not even launch. All the while the box said that storage was full despite only 3 or 4 recordings on the hard drive.
We then did a reboot which wiped all our recordings (not reformat just a reboot).
Recordings have worked, storage looks fine. I can rewind live TV, all seems fine (again) and we can sign into our apps but as with all the issues we've had, they don't appear immediately. We've been able to reboot and have a functioning box a number of times with this new box but eventually the issues creep in and we have to reboot and lose everything…over and over.
I have photos of all the issues, codes etc.
So this is where we are at… I am waiting for the next failed recording or other issue but if/when this happens I literally cannot face calling Virgin again to go through the same charade and waste another of our evenings after a hard day at work and my wife is sick of having to leave work early for an engineer plus the indignity of the text messages saying I'll be charged £25 if I'm not in when they call.
If you took the time to read all that then I thank you.
I'll be back the moment we get another issue.
