Forum Discussion

Radders1's avatar
Radders1
Tuning in
23 days ago
Solved

360 box issues

I have had a problem with one of my 360 boxes not loading apps, not recording programmes, freezing amongst other things. My other box works fine so I’m guessing it’s not the router. After trying all recommended actions, turning everything on an off, unplugging, even factory reset without losing recordings. I rang Virgin on Monday 20th October. Actually spoke to an agent. Went through the details and in his words had written a ticket. The repair could take between 1 and 5 days. He took my mobile number and said an engineer would call me. An engineer rang at 15.39 that day. Following various security questions, including what was the last 4 numbers of my bank account . I refused this, he informed that I had failed the security test and couldn’t do anything but a letter would be sent. I’m now thinking this was all very suspicious. No letter has appeared. What’s the view of the community?

  • Radders1's avatar
    Radders1
    20 days ago

    I have now received the letter. At the same time. My box has by some miracle sorted itself out! I have all my apps back now. I have also received a call from Virgin. Fingers crossed it stays ok.

8 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    23 days ago

    You were not cold-called, you reported a problem and then decided not to pass security on receiving a promised call back. It's your fault.

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

      VM can ask a number of questions apart from name/address/postcode, including billing information such as payment amount, or date of last or next payment, account billing date, digits from your bank account/sort code, email address.

      VM generally only send a reminder letter if you have failed to provide the correct telephone (security) password, aka the memorable word, or other related security details so that you can pass DPA.

      You can actually update the telephone password yourself by logging into my Virgin Media - see <this post>

      EDIT - by the way, have you tried swapping the boxes around as it may be a signal/wiring issue and not a box specific issue?  It does sound like a faulty hard drive though, generally tested by pausing a live TV program, and then seeing if it plays back without any errors.

  • Radders1's avatar
    Radders1
    Tuning in
    23 days ago

    I haven’t swapped the boxes. Didn’t want jinx what is already a problem! He asked me for memorable word. I only have my password. Can’t ever remember having a memorable word and certainly have never been asked for anything but password which got me through the first customer services security?

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      20 days ago

      Hi Radders1 

      Thanks for posting and welcome to the community. Sorry to hear of the 360 issue. Can you swap the boxes round just to see if it still happens?

      The call seems normal with the security asked so please don't worry.

  • Radders1's avatar
    Radders1
    Tuning in
    20 days ago

    I have now received the letter. At the same time. My box has by some miracle sorted itself out! I have all my apps back now. I have also received a call from Virgin. Fingers crossed it stays ok.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      18 days ago

      Hi Radders1 thanks for your reply.

      That's great news! If you do need any further help, please don't hesitate to let us know.

      Many thanks