New box, change to 360 and losing recordings?

[Sullyman]

Been on holiday for 2 wks, came home to find all recordings and planned wiped out, contacted customer service and was treated like a child, I went on to 360 in Feb after having the box replaced and had a number of occasions where recordings have failed after a number of mins but this takes the biscuit, customer service eventually said they would send out an engineer, but I've had no communication since, I think they just said this to get rid of me. Can anyone suggest how I can get an engineer without going through CS.

Thanks

[Stephen_Bubbles]

This seems to be a common problem. I'm looking forward to it happening to us now that we're unfortunately on the shambles that is Virgin 360

[roy247]

Hi Sullyman,

The quickest way to get an engineer is by calling CS which you have already done, have you checked to see if you have any appointments by signing into your My Virgin Media account, should be in Orders & Appointments.

The alternative is to wait for one of the Forum team to pick this up which may take 2 to 3 days. 🤞

[japitts]

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@Sullyman wrote:

I think they just said this to get rid of me. Can anyone suggest how I can get an engineer without going through CS.

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If a tech visit is the next step in any fault report, it should be booked whilst you're on the phone and a timeslot agreed. If you're offered a callback, that is - 9 times out of 10 - an excuse to get you off the phone.

VM staff do frequent this forum and respond to posts once peer-peer support has been exhausted, so it depends how urgently you want this reported.

[Ayisha_B]

Hi @Sullyman 👋

Welcome back to our Community Forums and thanks for your post.

I am sorry to hear about the issues with your recordings. 

I'd love to take a closer look into this so will pop you a PM 📩 now and we can take it from there.

Speak soon! 😊