Got a new TiVo box partly by accident as customer service sent it to me when I had a problem with the existing box which turned out to be an area fault. TiVo was downloaded and works well. However, I do not have a remote for it which is limiting as not all functionality is available. So Virgin can you please send me my remote as promised and in the meantime can you advise how I can set my favourites on TiVo using another remote ?
Yes eventually but I will wait till daytime cos in the evening I get put through to overseas service which caused the problem in the first place. Is there any way a standard remote can replicate all the features of TiVo
Thanks for responding, the remote is definitely broken, it has been dropped too many times.
The visit never happened so I didn't get a chance to ask for a remote.
On the 29th of May after a bad storm our services went down. There was no internet, no TV services on any of my 3 TV’s upstairs, no On Demand or Netflix and very limited TV downstairs which was very pixilated.
I phoned on the 30th of May after many service checks and reboots and arranged for an engineer to visit on the 4th of June. This was the earliest available appointment time.
After getting a day off work I waited in all day on the 4th and nobody attended. I checked the website and my appointment wasn’t there. When I phoned up I couldn’t believe it when I was told that I had text and cancelled my appointment the day before on Sunday the 3rd from a phone number that has been out of service over 2 years ago!!!This was a blatant lie, I was very annoyed. I spoke to my neighbour at 4a (I'm 4) in case the numbers had been mixed up and they told me their services were also down. I was told all they could do was re-book the appointment.
When the engineer attended next door on the 5th (I didn't feel like I could ask him for a remote as it was next doors appointment) he said it was a problem outside and a different engineer needs to attend so we all had to wait another day. (We didn't see this engineer) My neighbour the other side also had problems. It was finally mended on the 6th of June. (I text to cancel my other booking)
We had 8 days without any services during school holidays. I had a day off work when the engineer didn’t turn up. My mobile phone bill was also £33 extra as I need the internet for my eBay business. My 10 year old grandson also used the internet on his mobile (we didn’t know) so we have had another £20 extra to pay.
All that was credited to my account was £21.90 which is not enough to cover all the loss of service, time off work, inconvenience and expense.
I bet your regretting asking how the visit went now!
Thank you for taking the time to get back to me on this.
I'm really sorry to hear about what has happened. When we book an appointment with you we should be checking the mobile contact number is correct as you would get a text message to confirm the appointment and we advise to only reply to this if you wish to cancel the engineer visit. I can only apologise if we had not checked the number with you when booking the appointment.
I'm sorry that you had to use alternative for internet access which has cost you extra, unfortunately we would not cover the cost of these, nor would we cover loss of earnings. As per our credit policy guidelines we only cover for loss of service from the date reported to the day it is resolved. Sorry for any inconvenience caused by this.
As you have advised the remote is no longer working due to being dropped too many times, this would usually be a chargeable item. Due to the problems you have experienced I would be willing to send this out to you free of charge.
I would also like to log our interaction to register your dissatisfaction and to do this I will need to confirm some information with you.
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