Absolutely sick & tired of this

[winegums]

I have had problems every single day and I’ve been on the phone and on live chat and no-one will help me. I just keep getting palmed off.

my hub made a loud buzzing noise then stopped working. An engineer came out and said it had burnt out and replaced it - great! As he turned to leave he noticed we had a very old TiVo box and he said that would need replacing asap as they would be turning off the old TiVo boxes on 6th Jan and asked if I’d had a letter to replace it and the phone lines would be mega busy when they get turned off as there were still lots of them out there. Got sent a text with engineer appointment for 8am-1pm. Stayed in all morning and a guy knocked and said he was from the outdoor cabling team and what was our problem. Told him we needed a new box. Wrong team sent. New text for appointment next day. Waited in and no-one turned up next day. Over an Hour waiting on phone for agent to say to ignore text appointments as always wrong but they don’t have any issues listed. Explained about swapping the box as got old one. Given another appointment. Waited in an a technician called. Wrong engineer booked again but he had a new v6 box on van and fitted it. He says he doesn’t know anything about old TiVo boxes getting switched off and other engineer talking [REMOVED]. All 3 boxes in house working fine. Next day new box says on demand not available. Other boxes working fine though. Waited 2 hours on phone and agent says it’s fault with hub. Tell her others working fine but she insisted on resetting hub. Still nothing. Said must be problem their end and reset box. On demand now working. Next day no on demand. Waited hour for live chat and they can’t problem and tell me to wiggle wires. Still nothing. They said they will reset hub from there. On demand now working. Got up today - no on demand. I’m absolutely sick and tired of spending every morning explaining the whole saga after waiting for hours on the phone. Someone please help

[MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]

[japitts]

For the V6 with a non-working OnDemand service..

1: How is it connected to your home-hub, for this is what provides the onward internet connection?

2: What are any error codes you receive? These will be a clue as to the underlying cause

3: If one of your boxes is working and another isn't, but both are connected to your home-hub via the same means, try swapping them around. Does the issue follow the box move or remain with the location?

[winegums]

Hi.

thanks for your reply. The box has an hdmi to the tv and an internet cable into a junction box behind the tv. The junction box has a wire connecting it direct to the hub. The boxes in the bedrooms have a wire which goes through the external wall and down to in to the same junction box behind the main tv. They are all therefore connected to the same junction box which is cabled directly into the hub. I’ve tried wriggling the wires but nothing happens. When the engineer came out he checked all the junction box and cabling. I also have an Orbi system as my house has 3 floors. The downstairs tv has C322 error code 

[winegums]

Also, could I add that the 2nd engineer burst out laughing when I said the first engineer told me the old TiVo boxes were being switched off on 6th Jan and he said people with no internet would still have to use them as they have their own internal modem which is why they are so slow. The 2nd engineer said the first engineer was talking b@ll@cks. The 2nd engineer then told me to never ever switch off the v6 boxes from the power as it renders them useless. I asked about a power cut and he said they would all have to be replaced, so I’ve put ‘do not switch off’ stickers on the plugs to them all. If you’ve said switch them around to see if the problem stays downstairs or follows the box then obviously the 2nd engineer must also have been talking b@ll@cks. Why do the engineers do this?

[japitts]

You've certainly been spun a few yarns by all your "engineers", and I put that in quotes intentionally. TiVo's do have their own internal modems, but their slowness is also caused by being 13+ year old hardware. Faulty TiVo's are now replaced with V6 as a matter of course, but they do require VM broadband for their internet connectivity so there are some complications around TV-only customers. The power story with V6 is just nonsense, but rather amusing!!

Can you post a photo of this "junction box"? It does sound like all your V6 (is that your setup now) are Ethernet connected. On each of your boxes, can you follow Home > Help & Settings > Settings > Network, and I'd like to check two things..

1: On the non-working box, does it have an IP address listed in the top-right?

2: Do any of the boxes share the same IP address? I'm trying to fathom the setup of your "junction box" here.

[Roger_Gooner]

I think the "junction box" is a network switch. Are the V6s connected by Ethernet cable either to this switch and/or to the Orbi? The Orbi itself should connect to the switch and be in bridge mode if the hub is in its default router mode.

Ca you confirm this C322 error code.

[winegums]

Hi, yes it’s a network switch which the Ethernet cables all plug into. The Orbi system is used to extend the WiFi range. The tv had a c323 error code until before when the message changed to ‘the network cannot be found’. Since this has happened I’ve also found the cctv which is next to the v6 box is not coming up on my phone anymore as saying ‘offline’ and I can’t get it back online

[Roger_Gooner]

The CCTV's DVR has an IP address, what is it?

[winegums]

Hi all,  after spending another hour waiting in the phone it was decided to sent an engineer out. Said 8-12 following day and got text 8-12 following day. Took day off work and sat in living room from 7.30am. Didn’t put tv on and didn’t even make a coffee so wouldn’t miss them. Got to 12pm and still no-one. Checked cctv and ring doorbell and no motion alerts on either. Got to 1pm so phoned and was on hold 45 mins. Told they would contact engineer. Came back and said he’d called and got no answer. I went mad and told them I had sat in silence, no-one triggered either cctv or ring doorbell. Passed to someone else and went through security again. Now told engineer was refused entry. Went ballistic and told then downloading footage from cctv and doorbell to prove no-one came. Passed to someone else and through security answers again. Now told engineer had listed job as complete. Told them I wanted a manager on phone. Passed to someone else and through security again and had been passed  to sales team. The upshot it that it got to 7pm and I’d been told 3 different stories and passed to 7 different people who all went through the security questions with me and by 7.30pm I cancelled our contract after 20 + straight-forward years of being with vm. I’m disgusted at the way I’ve been treated. In all the time I was with vm I had called only once previously and that was just to add an extra box onto the contract. I got called a liar for saying I have cctv - I actually have, and I invited anyone to come view it for that day or to download the days footage and send it in but was declined. I now need all the many wires ripping out but they’ve sent me labels and bags to post equipment back. I’m so run-down by it all as I’m disabled and immuno-surpressed and this has all knocked me off kilter 

[Martin_N]

Hi winegums,

Thank you for keeping us updated with what has happened. I am very sorry to hear about what happened with the engineer visit and how it has been handled. 

I am happy to take a look into this for you and so will private message you now to confirm your details. 

^Martin