The matter is ongoing. I walked away from it as I was completely stuck, but today I’ve been reminded the in-laws still don’t have a functioning TV. I have today spent over an hour and a half so far on the following:
(1) on the phone to the VM service desk, unable to reach a human being - I choose the “TV fault” options and always get told we’ll send you a link, goodbye. The link never arrives.
(2) installing the VM app which tells me that indeed VM can’t contact my TV box, but then only offers links to advice that does not apply (eg error codes) or “talk to our helpful team” - which I can not reach! I tried the advice above “just go for fault and then say nothing” and after a few minutes the bot just hangs up on me. If I select the “TV fault” option, it tells me it will send me a link, which never arrives, and then hangs up on me.
(3) trying to get Terri-BOT to do something useful like help me book an engineer appointment. Impossible. There is a fault, it tells me hey can we contact you on WhatsApp, I say okay and give my phone number, it says okay we did, no message is received. I tell the bot this, and it says okay WhatsApp us on 07803 089684 . Ok, I’ve done that and my messages are still sitting there, unread, not acknowledged, 45 minutes later.
This is a very obviously broken TV360 box (makes terrible noises, will not boot, LED flashes orange indefinitely), I’m an IT professional and I can’t figure out how to solve the VM support puzzle to get the support my MIL needs to actually use a service she’s been paying for, for months!
At my wit’s end here, if anyone knows how a replacement for the broken box can be arranged or how I could reach a human being who can make it happen, I’d appreciate your guidance.
