Menu
Reply
  • 26
  • 0
  • 0
jmac862
Joining in
258 Views
Message 1 of 7
Flag for a moderator

Recorded programmes freeze

Hi

I've called CS repeatedly about my Tivo box freezing during playback of locally recorded programmes. They are insistant that sorting a current area problem will fix this. The area (22) problems are with YouTube and BBC2 AD channel neither of which I record. I feel pretty sure this behaviour is to avoid or postpone having to deal with my duff Tivo box because they are busy and 'waiting jobs' are not good for their monthly stats.

Is it feasible that a current incoming data problem could cause a hard drive programme stored weeks ago to be corrupted and freeze during playback or is more likely a failing HDD with duff sectors?

Yours frustratedly Man Frustrated

John

0 Kudos
Reply
  • 15.37K
  • 1.6K
  • 3.41K
Superuser
Superuser
255 Views
Message 2 of 7
Flag for a moderator

Re: Recorded programmes freeze

Problems with recordings that are not present on Live TV are almost certainly caused by a failing hard disk.

Call and insist on an engineer visit and hope you get a free upgrade to V6 when the engineer calls.

Take the ‘thinking of leaving’ options through the phone system to get to UK staff and explain your situation and lack of empathetic support you’ve had.

0 Kudos
Reply
  • 235
  • 2
  • 15
qwakuk
Dialled in
243 Views
Message 3 of 7
Flag for a moderator

Re: Recorded programmes freeze

I got a free replacement / swap for a V6 within the last month, the tech reckoned he confirm from his end that the HDD was failing.
  • 26
  • 0
  • 0
jmac862
Joining in
223 Views
Message 4 of 7
Flag for a moderator

Re: Recorded programmes freeze

The two area problems are due to be fixed by 13.15 tomorrow. I'll check my Tivo after that and ring them again.

It is just so frustrating with their transparent attempts at fobbing me off with these fairy tales... I was an electronics technician before I retired but I wouldn't have tried such a blatant ruse on one of my clients.

John

0 Kudos
Reply
  • 26
  • 0
  • 0
jmac862
Joining in
149 Views
Message 5 of 7
Flag for a moderator

Re: Recorded programmes freeze

Called CS again, and again had to go through all the details of previous calls and promised fixes and calls back... (Are there notes taken to refer to after repeated calls?) To my dismay they want to do a repeat 'monitoring' for 24 hours before any further action can be initiated. I queried this and was informed that if a Technician visit was arranged prior to this period of monitoring I would be charged for the callout. Well, I am usually an even-tempered chap but this got my dander up a bit. I asked to speak to a supervisor and am now waiting for him to phone me... 

This unswerving adherence to a script with no possibility of initiative or deviation regardless of the situation is poor customer service - perhaps to alleviate excessive waiting lists for engineer visits - got to keep those stats within target!

I await the phone call...

John

0 Kudos
Reply
  • 26
  • 0
  • 0
jmac862
Joining in
141 Views
Message 6 of 7
Flag for a moderator

Re: Recorded programmes freeze

So, the hour deadline for the call from a manager came and went - twice - I am left wondering if I've complained my way into 'difficult customer' status.

I'll try to speak to someone once more and if it's the same I'll look into moving to Sky. They surely can't be quite as poor at Customer Service as Virgin have recently become? Even in the early 90's when I first joined NTL it was too bad...

It shouldn't be this hard to get an engineer to visit and fix a simple busted disk drive!

John

0 Kudos
Reply
  • 26
  • 0
  • 0
jmac862
Joining in
134 Views
Message 7 of 7
Flag for a moderator

Re: Recorded programmes freeze

Yet another call to CS, the operator again asked for all the details of the problem and started at page 1, part 1 of the script - 'Can you switch the box off (and the all-new) remove ALL connections from it and I will send some signals to it (?). I was unwilling, to say the least, and questioned her as to the purpose of such actions. She replied that it was necessary to fix the problem. I asked if the problem was more likely to reside in the HDD which denied as they had checked it from their end and it showed no defects (all in 30-40 seconds).

I took a deep breath and resolved to play along with this pantomime, just to see where it took us... So after I disconnected all the connectors, she sent her signals, I reconnected all the connectors and switched on. We waited in a strained silence until the box rebooted and then she said to go to my recorded programmes and 'check them'.

I'm afraid my resolve broke - I told her there were around a hundred hours recorded and how was I to do that. My voice was slightly raised by this time and her next words were 'A technician is booked for you next Tuesday'. Disarmed and baffled by the turn of events, I thanked her and she inquired if there was anything else she could help me with. I declined her offer and rang off.

Quite unbelievable... Smiley Surprised(but I've got a technician booked)Smiley Very Happy

John

0 Kudos
Reply