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davidwogg's avatar
davidwogg
Dialled in
2 months ago

Faulty 360 box and replacement problems

As I am partialy sighted an engineer came and installed the 360 . We have had constant problems with it as when swiching on it often show a sliding screen and buzzing noise, I have to get down on my hands and knees to reboot it which normall works. Also a message frequently comes up" there is a connectivity proble," and shows a diagram but all is connected properly. I telephoned and got through to a call centre in India who after a long discussion thought that the 360 box may be faulty and sent out another onewhich we received, However the delivery driver did not wait until I answered the door and when I looked they had thrown it ove the side gate to the garden  which landed on a hard paving slab, I telephoned aagain and was connected to the call centre in the Phillipines only to find that no arrangements had been made for an engineer to come out today to install it, The lady I spoke to was very helpful and arranged for aan engineer to call on 29th September between 8am and 1pm, ref 415 874 09, She originally was going to charge  £25 but after I explainned that underUK law a faulty item need to be replaced or repaired for free she complied. Bring back the old TIVO box!

 

1 Reply

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey davidwogg, thank you for reaching out and we are so sorry to hear about your equipment issues.

    How did the visit go, is everything now okay?

    Also all engineers visits are free unless of the T&C's are broken.

    •  The customer is not present for the engineers visit (aka a missed appointment).
    • The fault is due to customer's own equipment.
    • The fault is due to damage caused by someone at the customer's premises which we were not aware of.
    • The fault is due to theft, loss, or removal of equipment.