Virgin Media Community

[mglees]

Good afternoon,

The Tivo box at the front of the house has stopped working. When it's turned on I get the multi language welcome then it tries to start up for about 10 mins, then turns off. I tried unplugging various connections and leaving on many occasions, as per instructions. The fault has been apparent for the last 4 days. The Tivo box at the back of house works perfectly but obviously won't connect with the other box.

I've called VM (150) on two occasions and been advised that I may have to wait an hour to speak with somebody. Both times the calls were terminated about 5 mins later after being advised there were no service issues. I have received an email advising the unplugging procedure, which I've done many times.

Why can't I contact someone at VM, not good customer service? Wow, is the best way seriously to write to them!!

[japitts · Accepted solution]

Sounds like you've been "enjoying yourself" with the automated IVR!

Once the system has run its remote checks and (in your case incorrectly) advised there's no issues, it should do one of two things. Either put you through to the queue for an agent, or... hang up on you. If the latter, redialling immediately and repeating the process often works.

If this doesn't work, post back and the staff team should pick this post up. If you can call in and get past the IVR, it'll probably be quicker.

[mglees]

Thank you. Got more or less straight through 2nd time.

Apparently, they are sending me a signal in the next 3hrs, can't wait!

[japitts · Accepted solution]

Just by means of warning, the remote hits that C/S send out don't tend to resolve boxes that won't bootup. They're often useful for issues with boxes that are running ok but have activation issues, or perhaps missing channels etc.

There's a first time for everything though, and I hope for your sake, I'm being unduly pessimistic.

[mglees]

If it doesn't I'll try the Priestland method!

[mglees · Accepted solution]

Thank you for your valued assistance. You were correct, it didn't work after 3hrs and apparently 2 pushes.

All credit to VM, they, after a further call, arranged an engineer to come here the next morning. All sorted with a new box, regretfully lost all my fools & horses although I'm sure I'll have ample time to record.

Thank you for your help and assistance, hopefully won't be required later! 🙂 

[Steven_L]

Thanks for letting us know that your issues have now been resolved @mglees

I'm glad that the team was able to arrange an engineer visit for the next morning to get this sorted for you.

Please do let us know if you have any further issues.

Regards,

Steven_L