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Terini wrote:

We have had one of our TiVo boxes fail, all lights flashing and just says "starting", both myself and my partner work from 7am till 7pm and rarely get a chance to call support to get things sorted, kids at home are whining that the box has failed, so swapped them around at home this morning (1am!) tried to log a fault on the website to get some diagnostics, go into help, TV, box not working, no error code, get message "

Looks like your install has been cancelled or missed

"

What the hell?? I can't even run diagnostics, I haven't got any outstanding installs, or anything so what's with the lack of support that means you have to come to the community team to actually log a call with support now a days!

When it was Blueyonder they had 24/7 UK based support, now a days its "message us online and we'll get back to you eventually when you complain enough" there was never any reduction on costs when the support changed away from 24/7 but the price every year goes up to cover "running cost" shame my  wages don't to support that rise, and if you try to reduce services you get told when you finally talk to someone it would cost you MORE for LESS.

Why can't you just log a fault any time! Now I'm going to have to wait till the weekend to try and get through to get a box replaced, and get the answer of "no we can't compensate you for loss of service as you've only just logged the fault! and it will be another week till we can get someone else out because we are short staffed"

I really feel that virgin media has gone down hill, doubly so after this merger with o2 causing even more annoyance.

Can anyone suggest how to get this fixed, alternatively who is the best replacement? Sky? BT? I'll even consider Zen or HyperOptic? anyone suggest another internet provider that may even offer FTTP near me if the price is right.

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well there is no competition in terms of broadband. Its Hyperoptic if available in your area like you wrote. Its proper FTTP with low latency and faster upload speeds to boot 🙂

Pair with a Sky Q box or Sky Stream and it replaces VM. Or make do with much cheaper Now TV if enough channels on it OR get a Freely TV and go non-subscription to save.

Hi there Terini 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your TV service and thank you again for posting. I would be more than happy to look into this further with you so we can run some checks on the box via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

Regarding alternative providers, Sky, BT, Zen, and HyperOptic are all viable options. Consider checking their availability in your area and comparing their services and pricing. Additionally, if you’re interested in FTTP (Fiber to the Premises), research providers offering this technology near you. Remember to read reviews and consider customer satisfaction when making your decision.

Also to bear in mind: TiVo's are now being actively retired and replaced with V6. Both the V6 & TV360 need VM home broadband to function, this is non-negotiable on both a technical and policy perspective.

So if you leave VM's home broadband, your TV service also has to go.

EE TV have a recording box like the TiVo or V6,  And there's Sky Stream.

Hi Terini

Thanks for your post and welcome to our community.

I'm very sorry to hear you're having some issues with the TV box.

I'll send you a private message now so I can get this resolved.

Please look out for the envelope in the top right of the page and pop back to me when you can.

Agreed. We moved to Sky Stream with its tiny Puck attached to the TV. 

It took a couple of weeks to get used to the very different system, but the V6 is turned off now and will soon be going home.