Forum Discussion

EdKings's avatar
EdKings
Joining in
12 days ago

Recontracted - equipment issues

For reasons not worth going into here, I was going to switch away from VM to EE/BT - but that didn't work out. Prior to removing the Tivo box I went through the steps to reset the box (deleting everything) so when the box was popped in a box back to VM it was clear of all our recordings. The Tivo reset was a mare seeing as hours later it would not restart - all we got were a few screens saying Welcome or Starting Up or an icon with an arrow. We gave up in the end and removed the box. Problems two was a cable was damaged which will need replacing.

We decided a couple of days with EE/BT that what they'd installed was not as described and as there was a 14-day cancellation we gave notice to them that we were not happy, and they were ok with that.

What I have now a problem with VM - given that we are now in a new agreement with you, your 1st-line support people (who sound like they read scripted answers a lot of the time) said they will need to run tests - but, despite me telling the the actual physical equipment problems he kept saying, if a test isn't carried out, an engineer cannot be booked.

Madness - I am soon to have no supplier at all and VM are actually being hopelessly not interactive (script following)

HELP!

Ed

3 Replies

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

    It sounds like the agents are only following company procedure and it should only take a few minutes to run the tests they are requesting (even though you know the reason for the problems)  

    It may be that they can send out a replacement box rather than book a tech visit, or the tests may show that should a tech visit be required that they book the correct type of tech - eg one that only needs to deal with internal equipment/connection, or one that needs may need access to external cabinets, or that VM need to book a contractor and arrange for roadwork closures etc

  • japitts's avatar
    japitts
    Very Insightful Person
    12 days ago

    Is there an issue that you've not mentioned, as to why you don't want the scripted tests to be run? Your post does rather read as though the only obstacle here, is one that you're imposing on yourself.

    Think of them as a means to an end. Unless the tests are going to inconvenience you in some way, then you should get a tech visit out of them being run.

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

    Hi EdKings 

    Thanks for posting and welcome to the community.

    I'll send you a PM now to assist further.

    Best wishes.