New customer, 360 box and TV Go not working

[rhysjc]

What a frustrating experience so far! We had our wall socket installed yesterday by an engineer and the broadband is working fine. I plugged in our 360 box last night and I get a CS1011 error when trying to set it up. I got in touch with VM who have booked an engineer in for Monday. However in the meantime I'm trying to use Virgin TV Go to get something out of what I'm paying for! That isn't working either! On the app I get a "Service is unavailable" error after logging in. On my browser I sign in, see the VM logo, go back to the sign in page, click sign in, see the VM logo and repeat. I called up and they changed my password remotely, which obviously didn't work as I have no issue with my email/password - the service itself won't work. It's plainly obvious to me there's an issue with an account but feel like I'm speaking to a brick wall!

[newapollo]

Hi @rhysjc 

Sorry to see your initial problems with the 360 box.

CS1011 is indeed an account retreival error because the box hasn't been fully set up on VM's systems yet, or possibly because the box hasn't been activated. That would also explain why TVGo isn't working yet.

If it hasn't been done already suggest calling 0800 953 9500 to activate the 360 box -  you will need the box serial number, and your account and area number

If that's unsuccessful then that will indeed probably lead to a box swap by the engineer which you have already arranged for Monday.  (Sometimes 2nd/3rd level support can manually update the systems but that can take up to 48/72 hours)

[rhysjc]

Hi @newapollo

Thanks for the reply! I did end up calling the number you posted in the end, but found it very difficult to explain the issue to the agent. She either didn't know how or wasn't able to activate the box remotely, so it seems I'll just have to wait for the engineer on Monday and hope that sorts things.

My biggest annoyance at this point is that VM started charging me over a month ago, despite the fact I didn't even move in to the property till last week, and I haven't even been able to use the TV yet due to this issue. The best I could get was a credit for the value of my first bill, but this was already after I'd started being charged early AND my £150 sign up credit had been used up. Really unimpressed with VM's customer service thus far.

[Gareth_L]

Hello rhysjc,

Thanks for your first post and welcome to our community. Sorry its not been on better terms after the issues you've faced with activating your 360 box and Tv Go.

Can I please ask how yesterdays visit went with the engineer? Are you now able to use the box and App okay.

What I would like to do is take a look at when you moved in and when the service was activated and work out what is owed back to you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Gareth_L
 

[rhysjc]

A big thank you to @Gareth_L who has made good on this by sorting out my activation date and making sure my sign up credit has been applied. All I can say is I wish the staff at VM's call centre were this helpful.

[Gareth_L]

Thanks for your time over the last 2 days rhysjc.

Glad to know everything has been resolved for you.

If you need anything else you know where we are.

Gareth_L

[Matthew_ML]

Glad to hear this 🙂

If you need anything else in the future do let us know 🙂 

Enjoy your weekend.