Existing customer, moved to new home and had the oomph bundle installed Friday. All fine untill Monday evening, main TV 360 box won't start, stuck between welcome screen and download screen. On the phone to virgin two and a half hours Monday night three different techs after first two disappeared after realising that turning it off and on ten times each wasn't doing anything. Turned off and on further ten times with third tech before he decided that it needed a new high speed hdmi cable. Guessing the same as the three day old High speed hdmi cable fitted Friday, have plugged mini box in using the dodgy cables and working fine two days in. Would assume from this the box has a fault but phone engineers seem to be reluctant to admit it or send someone out. Would email direct but cannot find address. Any suggestions, thanks
Thanks for coming back to us and updating us on things.
We're glad to hear that things are getting sorted for you now. If you have any further issues going forward then you know where we are.
Have an update for you engineer booked apparently, phoned to find out when they might be coming
Yep, No engineer booked, back to square one, plug box in, unplug it, power off power on
In the end my wife insisted on speaking to manager and the helpful tech put the phone down. Friday is the end of 14 day cooling off period so cancelling service this afternoon. Shame it hasn't worked out, obviously a pain having to make other arrangements
When calling us have you been using your landline? I ask as your landline is connected through your broadband, if this resets it will drop the call so I'm wondering if this is why you've had so many disconnected calls.
I've looked at the account and it was showing a provisioning issue so I've refreshed things from our end to try and force the connection. Can you please try rebooting the box for me again to see if this has helped.
If it hasn't come back and let me know and I'll arrange to get an engineer out to take a look at things for you.