Disappointed at support solution for 360

[chungsongyau]

After installing 360, my box keeps resetting every 5-10 minutes. When watching a programme, screen goes blank and the welcome screen comes on again after a few minutes. After waiting a day, this is still happening so I called support only to be informed that it’s a box issue (worked perfectly before the install) and they will send a replacement, but as it’s a newer box, the price will go up of the package. It feels like I’m being charged extra for what was offered as a free upgrade. They said that they would waive the installation and set up fees of £40  - again, something I never requested but only due to this fault. I declined the offer and will look more into this as feels like a scam after being told on the call that everyone will need a V6 box replacement as the 360 does not work properly on these boxes, at which I questioned why the free upgrade was then offered. Interested in the experiences of others before I decide on what action to take. 

[Mr_K · Accepted solution]

It's a fault. Fixing it shouldn't cost you.

Sounds like these agents are on commission to downgrade the punters to 360. You were right to reject their kind offer to charge you more.

Make sure you ring faults (151?) or choose the right options when ringing. 

[chungsongyau]

Thank you very much, that’s very reassuring and thank you for the fault number. Much appreciated.

[japitts]

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@chungsongyau wrote:

after being told on the call that everyone will need a V6 box replacement as the 360 does not work properly on these boxes

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I do hope that particular call was recorded! Some V6 which are converted to TV360 fail, but equally so do newly-installed TV360 boxes.

Fault-fixes are always free. Callback and speak to someone else.