on 21-07-2021 10:26
When I pause a TV show and then go back to play it so I am watching in 'delayed' viewing mode, every few minutes the picture and sound freezes. It may take about 20 seconds before the show resumes and then a few seconds / minutes later it does the same thing. It makes the experience unwatchable as the sound and vision are stuttering and intermittent.
I have contacted support about this a number of times and every time am told there is an outage in my area which will be fixed in the evening / a few days to try again after the outage and get back in contact if the problem persists.
I look on the website and call the service status number and there are no outages in my area. Despite patiently waiting for the given time/date to lapse the problem continues and Support keep telling me about a new outage. I have requested a new box as I saw elsewhere on here the advice is that the box may be faulty but Virgin have no interest in replacing the box whilst there is an outage in my area.
The same excuse has been fed to me for the last 3 weeks and it is starting to feel like I am being fobbed off. As a new customer, I am really disappointed - my first week was plagued by internet issues requiring an engineer to come back on two occasions to fix the installation.
If anyone can assist or has any views then I would appreciate input.
If this is a hardware issue then I would request that VM looks to replace the box ASAP as the issue has been for a lengthy amount of time and I am disappointed with the new customer experience.
Many thanks
Answered! Go to Answer
on 21-07-2021 11:36
That's fine - the 360 & V6 are identical hardware, but completely different software so it's best to check. I've moved your post to the 360 board. I'll @Masq to make sure you pick this up.
Sometimes C/S agents are discouraged from booking engineer callouts where they believe the reported fault could be linked to the existing issue - this is quite right. In your case, the process is clearly going wrong. I've escalated this post to VM staff to pick up for you, hopefully you should get a response sometime today.
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on 21-07-2021 10:31
If you've only been with Virgin for a month, you're likely to have a 360 and not a V6 - can you check here ?
Your post has some slightly "wonky" formatting, so I'll ask to be clear... are you saying that live TV viewing is ok, but that all recorded and paused/delayed TV is pixellating & breaking up?
That is symptomatic of HDD issues if so, and ordinarily the quickest way to report this would be to call in. Are you also saying that you've done this, and the issue keeps being blamed on a network issue?
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on 21-07-2021 10:56
Thanks for your reply, I have checked and whilst the boxes look identical to my eyes, I have the remote control from the 360.
Live TV viewing is fine. If I pause it and walk away for 10 minutes and come back to play, the picture and sound will freeze for up to 20 seconds or so before resuming. It is not pixelated but just frozen. When the program resumes, it freezes up again a few seconds / minutes later.
One other issue I have noticed is when I forward through a recording, the playback gets to a certain point and cannot go forward any further and I am stuck in a continuous loop watching the same minute of footage.
Every time I call in or contact Virgin via the online chat I am informed there is an outage in my area and they are unable to replace the box while an outage is ongoing. Two days ago I was told an outage in my area will be fixed by 3pm. The problem persisted after (same as every other time I have waited for the outage to be resolved). Today I am told an outage in my area which will be fixed by 3pm.
I keep being told the same thing and it's really starting to feel like an excuse when the consensus appears to be a faulty piece of hardware which Virgin is unwilling to replace..
on 21-07-2021 11:36
That's fine - the 360 & V6 are identical hardware, but completely different software so it's best to check. I've moved your post to the 360 board. I'll @Masq to make sure you pick this up.
Sometimes C/S agents are discouraged from booking engineer callouts where they believe the reported fault could be linked to the existing issue - this is quite right. In your case, the process is clearly going wrong. I've escalated this post to VM staff to pick up for you, hopefully you should get a response sometime today.
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on 21-07-2021 11:41
Thank you for your help. I feel like I have been stuck in this endless loop with support being constantly told about outages and there is nothing they can do when it seems it may be an issue with the hardware itself.
on 21-07-2021 12:19
Hello Masq
Sorry to hear of the set top box issues and the problems viewing content, we appreciate you taking the time to raise this via the forums and welcome to the community.
As japitts has advised this does appear to be an issue with the HDD of the set top box, the issue we have is there is currently an area problem which would result in any appointments being raised being automatically cancelled. This is an automated process and not controlled by ourselves.
The outage has an estimated fix time of 3pm today (21/7) so if it has cleared we could then get this raised for someone to come out and swap the faulty HDD or ox for you.
I will update you on this later.
Rob
on 21-07-2021 17:05
Thank you Robert, please let me know the next steps for getting this resolved.
21-07-2021 17:10 - edited 21-07-2021 17:11
Just to check the loss-of-service issue is cleared, can you call 0800 5610061 (this is the local status info line) and confirm there's nothing reported awry in your area? If the issue is still open, it should be listed on here.
Since I originally escalated this one, I'll give it a gentle nudge... @ModTeam
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on 21-07-2021 17:51
I have called the number and there are no service issues affecting TV according to the message.
on 22-07-2021 09:53
Hi Robert,
I have sent you a PM regarding this. Please let me know the next steps for resolving this.