Remote ordered

[nealy]

Ordered a 360 mini box remote 10 days ago (as previous does not work at all) and no update of when or if it will arrive 

not confident it has even been ordered

missed 10 days tv as cannot watch anything, ruined Christmas

called VM and they said it will arrive within 5 days that was on 15th December

has it been ordered, how do you track delivery?

[nealy]

since 16/12 had no tv, would like to book an engineer to resolve as online team cannot assist

first time ever no tv over christmas, remote ordered...but of course did not arrive

been phoning and contacting every day since

extremely frustrated and have contacted CEO and head of customer service for visibility/escalation

[nealy]

for over 11 days now been without tv, first time ever over christmas

had terribe issues logging on, had to change browser in the end

ordered a new remote on 16/12...but was never ordered

cannot sign onto TV on go

last 10 days been hours every day trying to resolve

resetting account contacting online help

absolutely frustrated with this sub standard/non existent customer service

now want an engineer booked to resolve

(For info have contacted CEO and HOD of customer services)

[japitts]

Edited: Duplicate posts all merged together into one thread.

The quickest way to report a loss of service is to persist with calling in, that is the primary means to report faults.

If the forum team respond, it would certainly be useful to know the symptoms & details of your issue in the same way you would explain to a telephone agent. Does "no TV" mean a loss of linear broadcast channels - in which case are there any error codes displayed when you select a channel? Or does it mean something else?

You mention ordering a remote and it not arriving - is that the problem? If so - a universal remote or use of the TV Go app may be a temporary solution/workaround.

[nealy]

Ok thanks for any help....Yes been phoning every day now since 16/12.....Box not powering up...no codes

as for remote thats not working does not power up box or flash white as it did previously

cannot sign in to TV GO app although have downloaded the app...keeps saying invalid/too many characters?

think it may have to go back cant handle any more of this

[roy247]

If the light on the front of the box is red and the remote won't turn it on because it's faulty does the box turn on if you press the switch on the front of the box, the red light is also a switch.

I assume you have tried new batteries in the remote, you could try removing them and leaving them out for a few minutes to see if it resets the remote if you haven't tried this.

[nealy · Accepted solution]

Hi Roy

yes it turns on manually

and goes white....yes new batteries...will try the reset thanks ( have already tried the online hub reset)

[roy247]

If you can't get your remote working if your TV has a smart remote you might be able to pair that to the 360 box, my LG smart remote is paired to the 360 using Ziggo set-top box. You might need Ziggo Mediabox Next depending on the TV.

If you also can't get the TVGO app working you can change the channels by pressing the + and - keys on the front of the box, not ideal I know.

[nealy]

ok thanks will try that......

[nealy]

many thanks Roy...Merry Christmas to you and yours !!