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Melchior1
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Remote handset malfunction

Since July the handset for my TiVo  box has not functioned properly. There is a signal between the handset and the box but it is very erratic - making it very slow and very difficult to change channels and next to impossible to use the Search function, which involves keying in letters. By waving the handset about it's sometimes possible to move forwards or backwards, but the receiver will usually jump three or four channels at a time, so landing on the desired channel is a matter of luck! I have of course tried renewing the batteries in the remote, but that is not the issue. I have been trying to contact VM since July to get a new handset or, if the receiver is the problem, a new TiVo box, but it has been impossible to get a response. The customer service has been non-existent. Have other users experienced this problem? How was it resolved? 

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newapollo
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Re: Remote handset malfunction

Hi Melchior1,

Since you've changed batteries in your remote and that hasn't helped then you may need a replacement remote. 

Have you tried to order a new remote via My Virgin media, or by using this direct link? Order new remote 

 

Also have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to try and connect to your box and determine if there are any problems. Sometimes this results in them sending out a replacement  box and/or engineer.

If that doesn't work then you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues 

When calling Faults hopefully the system will recognise that you've used the online faults checker and place you into a queue for an agent to pick up.

If not and you get the automated response asking you to press 1 for the link to online support, ignore the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.

You could also try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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Melchior1
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Re: Remote handset malfunction

Thank you for this. I'll do as you suggest.
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