360 upgrade failure, called helpline, Ticket opened with IT back office but no response after 4 days

[Vic1975]

On Sunday 1st Sep, started the free upgrade to 360 which failed and my V6 box when into  a state of freezing on the setup screen at select country. Tried the box reboot, box reset, hub reboot etc no joy. So called the helpdesk on Monday, was advised she could see a fault from her end so would raise a ticket with the back office IT team to rectify. Ticket No732610. She said this could take up to 5 days but is usually a lot quicker!  

Called the helpline again on Wednesday for an update - but the agent was unable to provide one other than the back office will be working on it and wait the 5 days.  Looking at the other posts on the subject of the 360 upgrade it seems the fix is to send out an engineer with a new box. So I'm expecting to hear nothing by tomorrow, and will have to call the helpline again and would have been without my TV service for a week or more at no fault of my own other than following Virgins instructions for a free upgrade. Will I be able to get some compensation on this months bill?

[ianjayne · Accepted solution]

You and I seem to be in the same boat.
I have submitted a compensation claim for loss of service. I suggest you do too.

It’s clear to me there’s an inherent fault here and it’s not ours. 
You will  note by reading my postings I am not amused. 
The lack of answers, the lack of courtesy to keep me informed, not least the lack of service. 

I am not in any contract and the service supply with this Company is very tenuous to say the very least. I do not suffer fools gladly. Esp when I’m paying !!

[Vic1975]

Thanks for your reply, It's now sorted after a call from a Tech, Nigel. It was as simple fix that I could have done myself if I'd been given the correct information when I called the helpdesk the first time. To pair the new remote you have to press the Square TV and zero button together for 10 seconds. I was told the top left round TV button which did not work. Nigel is passing back this info for training to ensure agents advise that there are 2 TV buttons and to use the correct one for pairing.

The updating of the status of customer reported faults is non existent,  a text or email for each stage would be useful i.e. in queue, in progress, being diagnosed etc...

Hopefully yours is sorted.

[ianjayne]

Thanks for this. I’m no-where near can’t get past the ‘Welcome’ screen.