No On Demand or TV Guide

[Pumblechook]

For a few weeks we've had no On Demand service and last week the TV Guide has had no programme information in it so I contacted Customer Services via 150.

I ended up finally speaking to someone after going around in circles and they said there was an outage in our area although no outage was listed for our area. I told him that I'd tried all the troubleshooting tips and that our TIVO box had one green light on and one flashing green light. The person said they would call back in 24 hours and if no change, would organise an engineer visit.

Needless to say we had no return call so I contacted VM again this week via Twitter as 150 sent me a text with a link to follow that culminated in a message telling me to phone 150 for customer support...

At present I am sending emails to someone from VM Twitter support but very little is happening.

Why is it so difficult to get any help?

We've been with Bluyonder/VM for 20 years. If it wasn't for he fact that the broadband is so good I'd be off.

[newapollo]

Hi @Pumblechook 

The TiVo has an inbuilt modem, which may have failed.  If it has then you will need a replacement box. 

If that's the case then unfortunately you will loose all of your recordings and series links. On the posiitive side though, VM are now replacing broken Tivo's with the newer V6 boxes.

There should be 3 green lights. The middle of the 3, next to a heart symbol, is the "heartbeat" light which indicates the internet connection.

This should be solid, if it's flashing  it's not connected or searching for a connection.

Go to Home > Help & Settings > Settings > Network connection. When was the last successful connection?

Click on  "Connect to Virgin Media service" and wait around 30 minutes before rechecking.

What does it say?

Hopefully it will have reconnected and all will be working again. If not then it's a tech visit, and as suggested above a replacement V6 box.

[japitts]

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@Pumblechook wrote:

our TIVO box had one green light on and one flashing green light. The person said they would call back in 24 hours and if no change, would organise an engineer visit.

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If this flashing green light is the one with a painted heart symbol next to it... this means the TiVo's on-board modem has failed. And therefore the box has no internet connection - causing the symptoms you have described. CS offering to callback after 24hours is often a euphemism for "I'll let someone else deal with this" and I'm sadly not surprised that never happened.

Your mistake when you called 150 was to go down the route of "get a link", "do it yourself" or any of the inducements the IVR offers you rather than waiting for an agent. You can't be blamed for this, but once you've chosen the "I have a fault" options, the best thing is to then press no further buttons or options but just to wait.

If all else fails, VM staff do respond on these boards - if you don't mind waiting a couple of days. As already mentioned above, the plus point is that the tech will replace your TiVo with a V6. My only suggestion would be - from recent personal experience and other posts on these boards, the current wait for a tech appointment is around 4-5 working days... so don't leave this beyond the start of next week.

[Pumblechook]

I went back through 150 and found that I have an visit booked for next week so hopefully it will be a new box installed.

Thanks for your help with this.