How do I get to speak to a person - smoking TiVO Box

[Jonesy2131]

I have been experiencing issues with my old TiVO box for several years now whereby it freezes. A reboot is needed to get it back on line but this occurs all the time and have to virtually reboot every time I wish to watch TV. Calls were made to support who checked and 'got it working' for it only to go back to its freeze status. This is now experiencing a different fault whereby smoke is coming out of it. I have of course unplugged and of course it cannot be remotely fault checked. I have called to speak to someone, anyone to report this H&S issue but cannot. All I get is the promise of text. I checked the text and found "Sorry, we cant run a test on your service right now". Besides the fact of this new process of 'providing service' of providing support not being effective for the consumer only cost effective for Virginmedia, I am still left with a smoking TiVO and no way to speak to anyone.

How can I obtain assistance (not from text) before the house burns down in our sleep

[Reece_MH]

Hi Jonesy2131 👋

Thanks for posting, and welcome to the Community Forums.

I'm sorry to hear about the problems with your TV Box, which has since led to the problem with smoke coming from it. You've done the correct thing in unplugging it - and please keep it like this.

I'm going to drop you a private message so we can look into getting somebody out as soon as possible. Please look out for my message in the top-right, white envelope.

Thanks,

[Kath_P · Accepted solution]

Hi @Jonesy2131,

Thanks for coming back to Reece via private message to confirm your information. 🤩 He is out of the office so I've taken over this to avoid any delay in coming back to you.

I have booked you in for the next available engineer appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

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 MyVM 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.

In terms of changing the account name over, your wife would need to cancel her service and you would then be able to take a new service in your name. We wouldn't be able to swap the name on the account. 

Let us know how the appointment goes. 😊

Take care.

[Jonesy2131]

Hi. I must say the service received was superb. An engineer was booked for me within 2 days and the engineer visited and replaced the box. The engineer was superb being friendly, informative and speedy. Thank you

[Chris_W1]

Hi Jonesy2131, thanks for the message and welcome back to the forums. 

I am sorry to hear that there is an issue with the TIVO box and will send you a PM so that this can be looked into. 

Chris.