Hi
Hopeful that there are some capable Virgin techies who know their kit lurking here, I've had a dismal experience on nearly five hours of calls over the last three days.
Secondary box (tivo not v6) started going wrong about a week ago. No picture or sound from tuners on live tv, on demand or recordings. All menus fine, so no connection problems from box to TV. Sometimes a reboot or two would make it work for a bit.
Box was replaced 18th Feb. Took hours of calls to get activated due to big problems sending hits and activations from Virgin end. Resolved after four hours of mostly holding, late on 19th Feb.
During these calls it was obvious that the Technical Support people had little knowledge of the devices. I was variously told the TiVo needed to be connected to the hub by ethernet or wifi and they were surprised when I said it got internet (for on demand) and tv signal via co-ax. They also assured me the TiVo had wifi!
Morning of 20th Feb new box exhibiting EXACTLY the same symptoms as the old one. After two reboots I get a picture and sound for a few minutes but then it goes again, as before all menus working. On a call this time, I offered to, and read out, detailed info from diagnostics screen for the active tuner.
The outcome was I was told there was an issue in this area affecting the TiVo platform and it would be definitely be working on 23rd. Our V6 is fine however, but I accepted this as possible because they are so different.
After another reboot the picture and sound worked for a few minutes again. I have since checked the service status for the area and see that the "issue affecting the TiVo platform" i was told about is in fact just access to BabeStation on On Demand or similar. So obviously nothing to do with the problem I am experiencing. Another 45 minutes wasted.
After one more call Tech Support booked an engineer visit. Surely this could be resolved remotely by someone who knows what they are doing (it's unlikely to be the box if a new one has identical symptoms to the old one I would think).
Anyone seen this before?