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Connection issues

BBRIFLCL
Tuning in

on ‎06-08-2023 20:10

For the last few days my box won’t connect.

I have to unplug all my connections and reconnect several times, before the broadband kicks in and I can then watch TV. This can take upwards of 90 minutes or more. 

Furthermore I can’t record anything, as I see a message saying the storage is full, and I need to delete existing recordings before I can record new ones. However, when I go to delete, it says there are no recordings to delete!

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12 REPLIES 12

BBRIFLCL
Tuning in
In response to Ashleigh_C

on ‎08-08-2023 13:38

????? Not sure what you mean?????
What do you mean by ‘Pop the set top box on’? How would I do that? As it is showing a red light, does that not indicate that it is already on?

Thanks.

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Ashleigh_C
Forum Team
Forum Team
In response to BBRIFLCL

on ‎08-08-2023 13:54

The box is currently showing as offline on our side, let me pop you a Private Message so we can take a closer look. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

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Ashleigh_C
Forum Team
Forum Team
In response to BBRIFLCL

on ‎10-08-2023 10:36

Hello @BBRIFLCL 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your set top box – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

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