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MalViv's avatar
MalViv
Tuning in
2 months ago

Technical Glitch TS2/1/10-0-100045/302/400

Hello all, I hope all is well?

I’ve been with VM for just over 6weeks after switching from Sky.

Mega 360 TV & 2 mini tv box/things.

For 4 of those 6 weeks everything seemed fine, but an error appeared saying we couldn’t watch a recording on a mini box as the main box was not on; but it was as our daughter was watching TV. Perplexed we left it and watched something else.

Over the following days the issues worsened until the main box would not start up (black screen and solid red light). We could watch TV via the mini boxes, but not in the main room/on the main 369 box.

45mins on the phone speaking to VM they said the main box needed to be replaced, said replacement was dispatched and arrived yesterday.

installation was easy, but getting it to work was not so easy.  After an hour on the phone and after the S/N of the 360 boxes up were updated things settled down and the main 360 tv box was up and running again… I even took the opportunity to upgrade my WiFi speed.

Fantastic… or so I thought!  

This morning I’ve tried watching TV via a mini box and cannot.  All the channels are greyed out and when I select anything I get a pop up saying I need to upgrade. When I press continue I get the technical glitch error message!

I’ve tried the 2nd mini box; which also has issues; the remote control will not work. it allows me to change the volume, but I cannot make an channel selections nor navigate anywhere on the Home Screen.

do my mini boxes need registering with my main 360 box via VM or is it a case of the WiFi upgrade affecting their connection and once the new speed stabilises things will return to normal?

oh, and the problem with not being about to watch recordings still exists error message ‘undefined is offline, or not connecting…’ I suspect that’s because they were recorded on the old faulty 360 tv box; but the whole experience is becoming rather frustrating.

can anyone help as I really don’t fancy spending another hour on the phone!

thanks in advance…. Mal

9 Replies

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

    Hi MalViv 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear that you are having issues with your TV boxes so soon after joining us. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina

  • MalViv's avatar
    MalViv
    Tuning in
    2 months ago

    Ok. So the saga continues….  One of the stream boxes resolved itself; the other had  the CS1011 error code.

    i tried and tried, but in the end had to phone VM. After an hour of being passed from pillar to post and asked to unplug this and unplug that the answer I received was ‘we’ll have to send an engineer’.

    the engineer attending yesterday and fixed the CS1011 error in seconds (it only needed the 360 box serial number updating and aligning to the serial numbers for the stream boxes).

    the engineer did however say there was an issue with the cable (installed less that 3 weeks ago) and that it would need replacing!  No details of when this would be done weee give.  Well, this morning at 08:15 (whilst I’m at work) the contractor attends to replace the cable. After looking round and speaking to my daughter they say well it’s a new cable already and left. I don’t know what testing they did as I wasn’t there, but I do know they were they less than 10mins and half that time was spent taking to my daughter about our dogs.

    anyway, at least I’m inky in an 18month contract!

    frustrated is an understatement.

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

      Hey MalViv, thank you for reaching out and we are sorry to hear about your recent appointment.

      We can see my colleague has sent you a DM, please do reply to this so they can help resolve this 

  • MalViv's avatar
    MalViv
    Tuning in
    2 months ago

    I replied to the DM but got no response.

    In addition I was uncomfortable with the amount of information being asked.  Why did you need to know the details of the bank account I use to pay.  It felt like a phishing exercise;

    • Account no
    • My full name
    • full address
    • name of account holder
    • postcode
    • bill amount
    • Last 4 digits of bank account

    With No way of me actually knowing if that’s being asked by a staff member; other than a profile saying so, and people never falsify profiles.

    i provided the info I was comfortable providing and got nothing back. Very disappointing.

    For info, the TV issue is resolved, what is not resolved if the fact the engineer identified a cable fault that a contractor needed to sort. It hasn’t been sorted!

    Somewhere, someone within VM will have signed off the contractors worksheet that will say they haven’t done what they were tasked to do and thus paid the contractor. I’ve not had a proper service since signing up so now I’ll be looking at the complaints/ compensation guidelines.

    If there are real VM staff on here, check the logs, you will see I’ve provided my account no which will give you the details you need to check the status of the cable repair. I’d suggest they then arrange for someone to attend/phone me asap.

    Very frustrated…. 

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      2 months ago

      I recommend perservering with the VM forum team DMs. The security questions sound routine to me. The alternative is to call an outsourced offshore call centre on 0345 454 1111 /150. Your choice. 

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

      Those questions are the forum team's equivalent of passing telephone security.

      Anyone posting from an account flagged as "forum team" with the VM logo, can safely be assumed to be VM staff. The forum management are quite hot on that status being restricted to staff-only. Anyone else, including the invite-only "VIP" status, are not staff.

      As mentioned by another poster already, the alternative is to play the telephone-dance instead. The staff team do work shifts, thus it's not unusual for PM's to take a day or so to elicit a response.

      • MalViv's avatar
        MalViv
        Tuning in
        31 days ago

        I don’t agree with security questions; but bank details for me is a step too far. I answered all the questions other than the bank details. There are other ways -  if phone it asked for characters from my password; why can’t this forum have something similar?

        Neither do I have a problem with shifts… I also work them!

        My point there is that I’ve responded to the DM and the next thing I get is a post urging me to respond to the DM.

        It may not sound it on here; but I am a very patient person; I’m also very busy and therefore I don’t want to spend hours on the phone just to be told we need to send an engineer to update a serial number. I’m quite happy to wait for responses on here as long as they lead to a positive resolution. My issue is that because I’ve not got a total loss of service (VM found the cable fault affecting single strength) that I’m way down the priority and not due compensation.

        I apologise if I’m coming across abrupt; but I’m very frustrated that it’s as hard as it is to get something done.

        Mal