Just rang VM as Internet and WiFi router/hub not functioning. Nor is TV. Red lights keep coming on hub and topbox. Am now waiting for an engineer ( 5 days away). At no time did the operator suggest that I needed a new router/ hub! This would seem to be the problem?
If you don't have a working TV service then it's unlikely to be a hub problem, unless you have the Stream (Flex) TV set top box which is IP based. The rest of VM's TV set top boxes (tivo, V6 and TV360) provide the service via the coaxial cable.
There are currently issues with VM services in a number of areas. (In my area it shows as
Status Outage Identified and Raised Estimated fix time 13 March at 12:03.
Details You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.)
Have you used the /check-services/ function to check for problems in your area? You can also a run a test on your equipment from there.
If nothing is showing you could also try the automated Service Status number 0800 561 0061. This often gives details of more local issues down to postcode level.
Hi lind, thank you for your post.
We're sorry to hear about the problems you've been having 😔
If the engineer deems that any of your existing equipment needs to be replaced, they'll do that when the visit is carried out.
Please let us know how the appointment goes.
Thank you for your support newapollo 👍
Regards,
Daniel
Hi Daniel. A big shout out to the 2 engineers who came out. One was shadowing the other, Joe, who took the lead. He diagnosed the TiVo box was duff, put in a new one, levelled up my BB which was not balanced, ran through loads of checks and then decided that the heap of " spaghetti" behind the TV was a mess and obsolete. He cut out physically all the rubbish and replaced attenuators which might be 40 years old. He then offered to show me how the new 360 remote, that I'd not dared to use yet, worked. He stayed to make sure I was conversant and happy with the new tech and then they politely took their leave. Typically it is the engineers who know what they're doing and the " help line" operators who are hard to understand and no real help at all. As a 73 yr old widow I appreciate greatly people who are efficient, courteous and can communicate as well as solve any problems. Joe gets 5* from me but...where/how are you meant to communicate this to VM?? This is why the company gets a consistently negative rating from customers. You can't get through to someone who answers your questions and dies what you want.
Engineers though...wonderful
Hello lind.
Thank you very much for the update. It seems that Joe knew what he was doing to get everything fixed for you.
You may get an email survey off the back of this visit asking for your comments as well.
What we would like to do is ask you to pop back on our community if you need anything else and we will do our very best to help.
We hope you've now got to grips with the 360 remote and can continue to use our services as they should be used.
Gareth_L
