1tb TiVo box fault - keeps restarting

[danshell667]

Hi all,

My original 1tb TiVo box, which was relegated to the bedroom when the V6 was launched, seems to have finally died, it restarts every 10 minutes or so.

i have tried all the usual things to reset it but to no avail, think it’s time is finally up, will I need an engineer visit or will VM just send me a replacement box for me to install myself, which I’m happy to do?

[MOD EDIT: Subject title changed for clarity]

[Ashleigh_C]

Hi there @danshell667 

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

I am so sorry that you have faced this issue with your service and thank you again for posting. I'd be happy to check the box with you 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.

[Ashleigh_C]

Hello again @danshell667 
Thanks so much for your private message and confirming your address, I have now booked you a visit for your set top box– you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment 
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

[danshell667]

Hi, there won’t be anyone in on Friday, I have tried to change the appointment to Monday 24th between 8 and 12 but the app keeps crashing

[Molly_T]

Hi Danshell667 👋 Thanks for getting back to us and keeping the thread updated. 

It looks like my colleague Ash was able to help get this sorted for you via PM 🤞

Hope the appointment goes well! Let us know if there's anything else you need our help with. 🌞

[danshell667]

All sorted, box replaced. Great service on here and from the engineer, Nicola, she was spot on 

[David_Bn]

Excellent news @danshell667, thanks for the update.

Do feel free to return to our Community Forums if this fault re-emerges or if any alternative issues become apparent on your subscription.

Thanks,

David_Bn