V6 TiVo M58

Question

I haven't used my V6 box for a while, but I got a message from VM ( Virgin Media) about the M360, so I thought I'll have that, fortunately the order never went through, what I would no longer have access to startled me a tad.

My V6 box is always powered up, so I decided to access the menu to watch some recordings, upon doing so I got the M58 code, if you look it up the box hasn't been connected to VM's kit their end for over 30 days.

So I went via the chat option, eventually it was passed to the Technical Support Team( I was told 3-5 days), a nice chap said ah! you need a box swap, I'll need to arrange an engineers visit, next day one turned up, swapped the box, nothing worked, to cut to the chase, the faulty box is now working, miraculously it was reset remotely, they reset the wrong one, you know the one they could not reset, yes that one!

Now the engineer was very diligent, many thanks from me to him.

So where am I now, well you see, the V6 Box isn't covered for loss of service for compensation, fair enough, a goodwill gesture maybe, we'll see, but fear not I'm in discussion with a mixture of tech support and or complaints team people to resolve my complaint, all our wittering's go to a central email account, a pool if you will, well see how this progresses.

Virgin Media does have some work to do on its customer interactions, you've only got to look on here and Trustpilot for example not a good score there and some rebukes via this community.

So why am I writing this script, one I am venting off a bit, sorry for this, but more importantly, I do not feel they are listening, now that's another story, they ring me but I am deaf, told them so many times but falls on their deaf ears I suspect !

Carley_S · Answer

Hi Eltel07&nbsp;
Welcome to the Community Forums.&nbsp;
Sorry to hear of your concerns with your V6 set-top box complaint you have.You are correct, TV services are not covered by the automatic compensation scheme.&nbsp;Just to understand, you had not used your V6 in a while, and when you went to watch this again after some time, it was not working. As such, an engineer was booked who fixed the TV service at this appointment.&nbsp;Are you able to elaborate on what your complaint is regarding your TV service? &nbsp;
We would only be aware of a single customer issue once the customer advises us of the issue. Was there a considerable time between you advising us of the error code issue and your engineer appointment date?&nbsp;

Eltel07 · Answer

Hello,The particular fault code was an M58, this according to VM is where the box has not connected to the VM network for over 30 days, I did assume that this meant I had to use the V6 box at least once a month, this was not the case, the V6 box has remained powered up and my BB too.An engineers visit was booked by the Technical Support Team for the next day to swap the V6 Box.Normally the V6 Box can be reset remotely, I can only assume for technical reasons this was not possible. The following day the VM engineer swapped the V6 Box, the replacement did not work, after investigation my original box had been re-authorised remotely and sprang back into life.As a customer you can only draw your own conclusions as to the V6 Box not being able to connect, the loss of terrestrial channels adds to the mystery, the VM App says all is good and you kit test AOK at all times.I did raise a complaint, I cant say I am that reassured on the continuity of service based on the replies, however I hope I've answered your queries.&nbsp;&nbsp;&nbsp;&nbsp;

Tom_W1 · Answer

Hi Eltel07 thanks for your reply.
Okay thank you for your clarity.&nbsp;
The reason we are asking, is for a complaint to be resolved for a technical fault, we should be offering a form of a fix but it does appear we have done so in this instance.
Is there anything the remains unresolved for you that we can try to assist with?

Eltel07 · Answer

The fix that was applied was a reauthentication via a manual request from the engineer to the relevant team, this done whist onsite, that's my assumption, as I still have the original V6 box I also have to assume that the units failure to communicate with the service provider was not at my end, moreover a more in depth techno mumbo jumbo that would baffle a retired telecoms engineer ( myself), until the V6 box goes tilt again for no apparent reason, ill just carry on as normal.
I've no doubt in my mind that there's an process in place that VM follow, its impersonal, its discriminatory, its not owned, these points I have raised with VM's CEO via email, which was intercepted and placed back with the Tech/Complaints Teams in box.
The only thing unresolved is the learning points I was attempting to make, generic email replies to a complaint my not be best practice, a remote repair costs less than a manual one, where your dealing with a customer who has a disability, don't ignore the polite request.
On a customers account there must be some history, look into the past, then decide on the action appropriate, VM is a communication company, some of us can't hear so the written word is important, that's not been acknowledged.

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V6 TiVo M58

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