Hi,
I have tried 4 times today to get help but have been hung up on or had the call dropped, i have wasted 4 hours of my day trying to complain and getting nowhere.
I can't even complain online as the web chat team have gone home and the submit a complaint page take me to an "oops there has been an error" page.
I am so mad right now.
How do i talk to someone that will actually listen to me?
thanks, Justin
What is your complaint as someone may be able to help?
it is pretty lengthy, it started with an upgrade to TV360 which was a software update and two remotes, since that "upgrade" nothing has worked correctly and to be honest it is not as good as the setup we had before.
Yesterday the upstairs virgin box just turned off then back on to the welcome screen, then off then the welcome screen on and on, then it changed to a downloading image then rebooted 8 hours later it is still doing that, yes i have unplugged it and restarted, and the router but it is still doing this.
I phoned to ask for help, they went through all the checks again and then i was cut off, i have spent 4 hours today trying to talk to someone and have just either been cut off or had the call dropped. I have been told that i cannot go back to the old setup and i just want to get rid of it.
I know this will now have to wait until tomorrow now where i am sure i will just be given the run around again :(
If you are having no success with phoning 150 then you might need to wait for one of the forum team to respond to you.
So just to clarify things, you have updated 2 V6 boxes to 360 and one is working and the other box is stuck in an update loop.
You can't switch back to TiVo V6 and if your second V6 has failed during the update then it's likely to be replaced, originally this was done with a mini box but might now be replaced with a streaming box. Neither boxes have a hard drive so you will lose some recording capacity, I suppose the advantage is if you receive a streaming box it won't need the coax connection so you can move it around to use it in more locations.
The forum team usually take 2 to 3 days.
If you want to talk to CS, then the number is 0345 4541111, or 150 from a VM landline.
If you want some help with your service issues, then post back with some details and there's a good chance someone can assist.
i tried calling spent over 4 hours calling and getting nowhere
Tell them you're leaving as VM have broken your contract by not providing the service advertised. Send them a bill for your inconvenience and the time wasted on the phone. Contract law is on your side :)
