Forum Discussion

Kenny2711's avatar
Kenny2711
Tuning in
9 days ago

360 Remote nightmare

So, I requested a remote for the 360 service at the end of April, was due to be delivered on the 8th May but was put through my neighbour's door by the incompetents that are known as Yodel. This house has been empty for 2 years or so, no way of retrieving the new remote. I contacted 'customer services' to request a new remote. OK so far. On Sunday 11th May Virgin sent the update to my TV box despite being aware I didn't have the remote to access anything so I called again on Monday, yes a new remote is on it's way 3-5 working days. This time elapsed with no remote so I called again, requested an express next day delivery, 4 more days have passed and still no remote for the new service. I called them today to ask if a technician in the local area could drop a remote control to my house. Yes they can but will incur a £25 charge. I requested to speak to a manager but this was denied, I eventually agreed to the charge with the thinking I'll call them back next week to get the charge refunded. After being on hold for 10 mins or so I was told that we can't do that as it's not a 'technical issue' and remote controls are sent from some warehouse probably in the back arse of nowhere. In total I think 3 remote controls have allegedly been sent out to me, one is at a property with no access, the second has presumably gone missing (if it was even sent out) by the aforementioned incompetent couriers and god only knows what has happened to the 3rd.

In total I think I've spent about 3 hours on the phone to 'customer service' and been without TV service for 2 weeks and have 'customer service' managers unwilling to talk to me directly while all the time getting emails telling me about how great the new 360 box package is.

For me Virgin Media are in breach of contract and I'm going to tell them where to shove their service, I've been a Virgin / Telewest customer for some 30 years but this is it, I'm done with this lot.

5 Replies

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

    Hi Kenny2711​ 

    Whilst waiting for the forum team to pick up your post (it might be a day ot two, especially with it being a bank hoilday weekend) and offering to help, have you tried using the TVGo app to watch TV?  The apps available on ios and android devices.

    If you have a laptop/PC you can also use TVGo on them to watch TV.  You could also connect either of them to your TV using an HDMI cable to watch in full screen.

    The TVGo app can also be used as a remote control for the 360 box,  I'm not sure if this would work since you haven't been able to complete the regrade to 360 without the new remote, but it's worth a try.    https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app

    • Kenny2711's avatar
      Kenny2711
      Tuning in
      9 days ago

      Hi, thanks for the reply, as it happens I've just bought a replacement remote form Amazon, guaranteed to be here tomorrow and delivered to the correct address, will be sending these charlatans the bill

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        6 days ago

        Hi Kenny2711 

        Welcome to the Community Forums. 

        Sorry to hear of your concerns with not receiving a remote control. 

        The remote should take 5 working days to arrive, but this will be affected by the bank holiday if you've ordered a remote last week at all. 

        We wouldn't be able to send an engineer to drop off a remote, this would be a £25 call out charge. 

        I'm not sure what remote you've ordered online, and if this will work with our set-top box, but we wouldn't be able to offer any support on third party equipment. 

        What was the reason you were requesting a remote originally? Was your remote broken, or lost? You can order a remote through our website here.