Cable Adaptor missing from 360 package

[SteveAldous]

My 360 upgrade is missing the cable adaptor. I have checked it is not hidden in the packaging. (The adaptor with the TiVo box is not the right fit for the 360)

After 90 minutes on the phone trying to contact a human I was told by technical the only way they can send me the missing part is if they close off my 360 order and shut down my existing TiVo box until the missing part arrives and I am able to connect the 360. I said this is not acceptable. Why can't someone just send me the missing cable adaptor? 

[Matthew_ML · Accepted solution]

Hey SteveAldous, thank you for reaching out and I am sorry to hear you are missing the cable.

Sometimes it would be easier to get a tech sent down to make sure we get you the right part and sometimes this is quicker.

Either way I am going to send you a PM so we can get to the bottom of this.

Please look out for purple envelope. Thanks 

[SteveAldous]

Thanks Matt

I logged almost 3 hours of call time with Virgin - at every step they try to direct you away from human interaction. Surely there has to be a better way of logging a problem with a delivery. They have finally agreed to send an engineer out but I am mentally drained with the effort this has taken. Once my contract is up I will be moving my business elsewhere. We are being treated like cattle.

[Kain_W]

Thanks for the update SteveAldous,

However many apologies for the delays regarding this matter.

Did you receive a PM off our agent?

Regards,

[SteveAldous]

Hi Kain

Yes I did receive a PM thank you. The PM suggestion was to arrange a call out but by this time I had finally got through to someone at Virgin who arranged a call out. However, I had to ask to return all my equipment to Virgin and close my account before this concession was made. This really is a dreadful company with a super product. I hope I never have to call Virgin again. It seems that this community board is the only way to go in future. Thank you.

As an aside, it took the engineer 90 minutes to get my 360 box up and running. At one stage he had to give up and replace the new box they had sent me with another from his van. I can't imagine what further torment I would have experienced if I had tried to install it myself. I can't wait to fill out the customer feedback form if they ever send me one. 

Regards

Steve

[Robert_P]

Really sorry to hear of the experience Steve, we're pleased to hear the engineer was able to resolve the issue eventually by replacing the box. If you do need any help in the future, please don't hesitate to get back in touch with us here 🙂

Rob