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BMoran1
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Is Virgin media the most incompetent service provider out there? Major 360 issues.

I agreed to upgrade from TIVO to 360 over a week ago, the 360 app was not present on my existing V6 box so the upgrade couldn't go ahead and after spending hours on hold and hours talking to technical 'experts' in India every day since...I have got neither 360 or TIVO, just a screen telling me that I have a problem and to contact CS!!! The most infuriating part of all of this is that when you finally get through to an 'expert' and being on hold (for over an hour on more than one occasion) they simply say that they'll look into and call you back....they never do, leaving you with the only option to call back again and wait on hold only to have to explain your whole situation to yet another agent that claims they will look into and call you back...they never did.   Finally I convinced Virgin to send an engineer to my home to look into the situation as it’s obviously a hardware issue, he came yesterday, claimed the issue was sorted and that the box would update itself over a few hours and that he would call later in the after to make sure it was sorted...unsurprisingly it never updated and unsurprisingly the engineer never called to check...just like everyone else that I've dealt with in virgin over the last 8 days. I am now faced with having to call CS again, wait on hold for numerous hours and hope that I don't get Josh or Lauren/Laura in the Newcastle call centre who are quite simply the most incompetent CS agents I have ever spoken to. 

My best advice to anyone that is thinking of signing up to Virgin media is DON'T DO IT! And to anyone that is thinking of upgrading to 360…DON’T DO IT!!  

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Royalbeech
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Message 2 of 33
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

phone retentions 1 4 4

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Ernie_C
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

It would be useful to know what the error message is as this would likely determine whether you are still on TiVo software or have started the process to migrate to Horizon.

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BMoran1
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

Hello, 

 Beside a large exclamation mark it states 'Account information - you have recently had an issue on your account. If you are still experiencing reduced functionality, call us on UNKNOWN'.   For over a week I've had no TIVO functionality at all. 

When I go into catch up or on demand it states 'Temporarily unavailable (V210)' 

 

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Ernie_C
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

That would suggest to me that your box is still running TiVo but your account has been changed to say Horizon.

I will escalate this thread for attention.

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BMoran1
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

Thanks Ernie - I appreciate it as I am hours away from cancelling everything and moving to SkyQ!! 

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Katie_WT
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Message 7 of 33
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

Hi there @BMoran1

 

Welcome to our Community and thanks so much for your first post - I was sorry to understand that you're having some issues with your 360 migration. 

 

I have located your account to take a closer look for you and see what is happening with the migration - we can see that the self-installation order has been completed meaning that the migration should have already been done. If you failed to migrate over before it was closed, this may be the issue we are facing. 

 

Can you confirm that when you received your new boxes, they we're installed on the same day and the TiVo box was removed? When you installed the new boxes did you download the migration software with the new 360remote controls? 

 

Does the migration app fail to load or is it missing entirely? 

Where does the error message "Account information - you have recently had an issue on your account. If you are still experiencing reduced functionality, call us on UNKNOWN'."  appear?  Do you have a screenshot for us? 

 

When you install your new boxes, it should be a simple migration process - I can see that the correct information is sitting on your account and the correct messages have been sent for you; I can only apologise that you're having these issues. 

 

This may require an internal IT ticket to be raised depending on your responses so please do get back in touch when you can. 

 

Cheers

 

Katie - Forum Team


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BMoran1
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Message 8 of 33
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

I have located your account to take a closer look for you and see what is happening with the migration - we can see that the self-installation order has been completed meaning that the migration should have already been done. If you failed to migrate over before it was closed, this may be the issue we are facing. 

I’ve been told on numerous occasions that the migration has been completed – yet I have never received any 360 app or prompt to ensure that I can complete any migration from my side…even the engineer that was at my property yesterday claimed that this was all a mystery and he had never seen anything like it previously…before he left and never came back!  

 

Can you confirm that when you received your new boxes, they we're installed on the same day and the TiVo box was removed? When you installed the new boxes did you download the migration software with the new 360remote controls? 

I received 2 remotes and a mini box last Tuesday 18th, I tried to set up the following day (19th) and although the mini was straight forward the V6 upgrade never happened as the was no 360 app on the home screen.

 

Does the migration app fail to load or is it missing entirely? 

Missing entirely!

Where does the error message "Account information - you have recently had an issue on your account. If you are still experiencing reduced functionality, call us on UNKNOWN'."  appear?  Do you have a screenshot for us? 

On the home screen….see below -

BMoran1_0-1622040178190.jpeg

 

BMoran1_1-1622040178205.jpeg

When you install your new boxes, it should be a simple migration process - I can see that the correct information is sitting on your account and the correct messages have been sent for you; I can only apologise that you're having these issues. 

 

This may require an internal IT ticket to be raised depending on your responses so please do get back in touch when you can. 

I have had 3 'tech specialists' look into this and engineer at my home, I’m at a loss as to why no one is able to sort this issue and why I have been without a service (either TIVO or 360) that I am currently paying for over a week.  I have also been charged for a migration that has never happened!

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roy247
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Message 9 of 33
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.


@BMoran1 wrote:

 

I received 2 remotes and a mini box last Tuesday 18th, I tried to set up the following day (19th) and although the mini was straight forward the V6 upgrade never happened as the was no 360 app on the home screen.

 

 


What happens when you try to use the mini box, do you get anything at all, including error messages.

 

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BMoran1
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Message 10 of 33
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Re: Is Virgin media the most incompetent service provider out there? Major 360 issues.

Hello - no error messages and I can watch telly, but functionality is limited as Im led to believe that the mini will 'feed off' the upgraded V6 box when its finally  migrated over to 360  

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