Remote not working
The deals are too restrictive and will not offer a spare box for a bedroom for example. If a stock answer is not on a script there is no support for vulnerable people.
Forum Discussion
7 Replies
It's too difficult for old people generally and especially with dementia. Then is became stuck on a page which said 'power off or cancel' and it was impossible to move it onto 'cancel'. Even after changing the batteries or turning the power supply off and on. The only thing that fixed it was to turn it off at thecwall overnight which left her alone and without TV all night.
The "power off or cancel" message might be due to the 360 box entering a standby mode. This message can be from either the actual TV, or from the 360 box.
If it's from the 360 box then pressing the standby/power button on the front of the box (indicated by XX's in the picture below) can bring the box out of the standby/power off state. There is also a rocker switch on the back of the box at the left hand side if you face the box from the front, next to the power cable) which turns it on and off.
On the 360 box under Settings (the cog on the right hand side of the navigation bar at the top of the screen) System > Standby Timer you can select an 'idle' interval of either 4, 5, 6, or 24 hours before the 360 goes into standby mode. The box is considered idle if no channels are changed, or having not used an app, or catch up service etc during the set 'idle period'.
The same type of setting on a TV may also give the same kind of message due to it's Auto Power Off setting. (The TV may power off or go into standby mode)
Elderly people are ideal targets for VM. Unless they have a relative checking their interests, they will just keep paying inflated bills and suffering problems in silence.
- David_Bn
Forum Team
Thanks for reaching out to us kingjan, and we're sorry to hear of the difficulty your Mother has faced when trying to work the remote control for our TV services, which from your description appear to be our 360 TV services.
To confirm, is the issue with the remote in relation to the controlling of the TV set she's using or simply the navigating of our services when using the set top box?
Thanks,
David_Bn
I completely agree. I did manage to renegotiate but it took months for my mum with dementia. Now she cannot use the new remote control they've sent her and cannot even get the tv on. There is absolutely no support for vulnerable people from virgin
Now she cannot use the new remote control they've sent her and cannot even get the tv on.
This sound like your mother has been migrated to TV360.
