Virgin Media Community

[Kaystalk]

I have been complaining for several months now, my box is not working right, it goes off at while watching the tv, AND it takes about 10 - 15 seconds before picture comes on, I got an e-mail the other day to say this has been fixed....NO IT HAS NOT !!!!!,,,,,,,,I was more or less called a liar by some moronic girl that told me NONE of my 3 boxes would work correctly and would send an engineer round before or on the 15th   OF NOVEMBER !!!   I AM STILL WAITING....no one has arrived and there has always been someone in....I took one of the othe boxes through and swapped it for the faulty one , NOT A PROBLEM !! I took the faulty one and set it up and the same problem occured...loss of picture..... I did this incase it was the TVs fault ...it isn't , so Virgin what are you going to do ? waiting 4-5 months for an engineer is a bit much............ALL you have to do is look at the CHAT I have had  a while back and see that the girl was sending out an engineer ..that NEVER arrived !!

[japitts]

It's your first time posting here about this, so while I'm sure we can offer some help, we need to know what the problem actually is. This is primarily a user-community forum where the responses you'll get are from other users initially, and VM staff will wade in where necessary.

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@Kaystalk wrote:

I have been complaining for several months now, my box is not working right, it goes off at while watching the tv, AND it takes about 10 - 15 seconds before picture comes on,

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A short delay in getting a picture after switching the V6 out of standby is perfectly normal, but what do you mean by "goes off while watching the tv" - are you saying it's rebooting? Because that's a fault if so.

[Kaystalk]

Yes , whether it is rebooting I dont know , but as I said ..........I sit and watch tv.....the picture disappears, and comes back 10-15 seconds later,       try watching a footie game and a penalty has been awarded the player goes up to take it and....NO picture !!   it comes back 10-15 seconds later !!   ( this actually happened to me !! )  As I said I switched boxes with one in livimg room...NO problems at all ..watched the rest of the match and no problems,,,, ( this by the way happens on all stations )    I put the "faulty"  box on inliving room and the same happens ..picture goes away ...I have rebooted the box numerous times, ..left it off for a day, and still the problem persists,,,yet the diagnostic according to Virgin states no problems !!  Getting really peed of now  with them,,,,,,,,have even rebooted the router as well !       I was on chat for help, and was more or less called a liar when I told the moronic girl that the other 2 boxes were working fine and she told me they weren't...and would send an engineer round on or before the 15th....never arrived and someone was ALWAYSin !!

[Kaystalk]

Well, thats it .....the box gave up the ghost....its not working at all now, was in the middle of watching the racing on Saturday and it went off and DID not come back on...waited for 5 mins or so and switched of and then back on again   ..NOTHING...I give up now ......

[Paulina_Z]

Hi @Kaystalk,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you've been experiencing some ongoing issues with your TV services and that your TV box has turned off and completely stopped working now.

I'll be more than happy to investigate this issue for you and potentially need to arrange for a technician to visit your property. To have this arranged, I will need to confirm a few details. I will send you a Private Message, so please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you. 

[Kaystalk]

Was told an engineer would be out on the 15th .....either NOVEMBER / December....and NO ONE turned up..............take a look at the chat I had with some [REMOVED] girl who told me that because 1 box was not working NONE of them would !!!!

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

[Ashleigh_C]

I'm very sorry to hear that this has happened Kay, I'd be happy to take a look into this issue with you, but I will send you a PM so we can get some more infomation.

Please keep an eye out for the purple envelope in the top right corner alerting you to a new message. 

Thank you.

[Zach_R]

Hi @Kaystalk,
 

Thank you for getting back to us via private message so we could take a look over things.

As discussed, a technician visit has now been scheduled and booked. We're unable to confirm the date/time of the booking publicly, but you can manage and reschedule if needed via your My Virgin Media online account.

Be sure to let us know how the visit goes.

Thanks,